Senior Director, CEG EMEA Field Ops Lead
Core
Lead operational strategy, planning, and execution for ServiceNow's Customer Excellence Group (CEG) across EMEA, enabling customer success and post-sale teams to deliver value-based outcomes at scale.
Role type
Senior Director, Field Operations (Strategy & Operations)
Builds
Operational cadence, performance management systems, and cross-functional alignment for the EMEA field organization.
Domain
SaaS / Customer Success / Professional Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, financial acumen, data analytics, change management, team leadership, stakeholder management, operational excellence, performance management, resource allocation, executive communication
Preferred skills
Experience in tech strategy/ops, management consulting, delivery leadership, customer success, leading geographically distributed teams, AI-first mindset
Technologies
ServiceNow platform, standard business intelligence tools
Responsibilities
Define and execute the annual operating plan for CEG EMEA; own performance metrics and forecasts for customer success and renewals; improve operating models and tooling; translate global strategy into EMEA priorities; partner with Finance on headcount and resource allocation; establish operational cadences (QBRs, forecasting); recruit and develop operations teams; drive consistency through standardized reporting frameworks.
Seniority
Senior Director, executive-level leadership
