Director, Customer Outcomes GTM

Responsibilities

• Own the INDIA sales strategy for Services (Professional services and Customer Success) , aligning with all Field Sales, Partners, and Marketing to deliver a seamless "land‑and‑expand" motion
• Develop and close business and technology lead transformational, end to end services deals that elevate the customer relationship and accelerate business value realization
• Coach and mentor your team to identify, shape, scoping and close complex service engagements , building long-term capability across the region
• Own and deliver against a defined Services booking, revenue and margin target across INDIA
• Drive consistent forecasting, pipeline growth, and operational discipline to support predictable bookings, margin and revenue and well as qualify opportunities and scoping.
• Recruit, develop, and lead a high-performing GTM team with a focus on coaching, development, and quota & participation performance
• Partner with field teams on opportunity qualification, pipeline health, territory planning, and account strategies
• Build deep, trusted relationships with customer C‑suite and internal stakeholders across functions
• Collaborate closely with Services Sales Pre-Sales, Services Delivery, Product Management, Customer Success, and Field Sales
• What Success Looks Like
• Exceeded Services-led bookings, revenue and margin targets across INDIA
• Closed high-value transformational deals that materially impact customer strategy and platform adoption
• Develop a high-performing Services Sales team with repeatable plays for value-based selling
• Aligned regional efforts to CEG's broader KPIs , influencing outcomes well beyond services sales, such as NPS, Attrition and Net New Licenses Sales
• Strengthened cross-functional relationships across Field, Services Delivery, and Customer Success
• Why You'll Love This
• Be at the forefront of one of ServiceNow's fastest-growing markets in APAC - India
• Play a key role in delivering on ServiceNow's Customer Excellence Group (CEG) strategy
• Lead the Services motion that directly enables customer value and company growth
• Be part of the incredible CEG India leadership team
• Competitive compensation package including bonus, stock, and benefits
• Join a fast-moving, inclusive, and high-performance culture focused on customer success
• A rare opportunity to build transformational customer journeys that shape the future of work

Requirements

• What You Bring
• 15+ years of enterprise software/services sales leadership in SaaS, consulting, or digital transformation
• Demonstrable experience selling or consulting with ServiceNow products
• Proven experience selling in India , with a good understanding of local buying processes, regulations, culture, and how decisions are made. Having strong connections with large Indian companies is a plus.
• Proven ability to influence outcomes across customer success, consulting, and sales functions
• Deep experience selling into CxO stakeholders with strong business case and value articulation
• A leadership style built around coaching, mentoring, and team development
• Create territory-specific go-to-market plans addressing varying levels of technology readiness, language, buying behaviour, and cultural expectations across markets like Asia, India, and ANZ
• Strong understanding of ServiceNow solutions (ITSM, ITOM, HRSD, CSM, etc.) and services GTM motion
• Exceptional collaboration skills-cross-functional by nature, driven by partnership and impact
• Strong business acumen with forecasting, territory planning, and strategic thinking skills
• Fluent in English
• Work Personas

Benefits

Additional Information

Job Description Role Overview We're in growth mode across the INDIA region-and looking for a seasoned, strategic, and high-impact Services Sales Leader to drive our Professional and Strategic Services business. This role comes with a clear booking revenue and margin target and will be a key force behind expanding ServiceNow's footprint through business transformational, value-led services engagements all configured on the ServiceNow AI Platform . You will not only lead a high-performing team but also serve as a strategic pillar of our Customer Excellence Group (CEG) organisation-working across functions to influence customer adoption , retention , and value realization . This role is central to our mission: to make ServiceNow the best buying decision our customers have ever made . This role isn't just about growth-it's about AI and Business transformation . You'll be responsible for driving large, complex, and transformational service-led deals with some of the most strategic customers across the region, while also coaching and developing your team to build those same capabilities.

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