Business Operations Manager - Customer Excellence Group (CEG) - Post Sales Strategic Initiatives

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
At ServiceNow, operational excellence enables strategic execution. As a Post Sale Operations Manager focused on strategic initiatives, you will act as a trusted business manager and delegate to EMEA Post Sale leadership, driving improvement initiatives, establishing AI-powered operating rhythms, and enabling critical business decisions across the organization. This role requires an independent thinker who can step back from day-to-day execution to see the bigger picture, leveraging AI and automation to create scalable, strategic solutions.
What you get to do in this role:
Strategic Operating Cadence & Governance

• Design and implement the EMEA Post Sale operating cadence, aligned with Global CEG and Field Sales cadences, creating structured rhythms for planning, performance and KPI reviews, strategic decision-making, and stakeholder alignment
• Establish governance frameworks that bring clarity to complex, cross-functional initiatives and ensure accountability across teams
• Facilitate communication between CEG and all cross-functional teams and broader business, ensuring alignment on key initiatives
• Act as a bridge between leadership and operational teams, providing clarity on business priorities
• Leverage AI-powered tools to automate reporting, streamline workflows, and create real-time visibility into business performance
• Ensure leadership meetings are structured, goal-oriented, and results-driven
• Act as the operational backbone for leadership, ensuring seamless execution of strategic priorities

Strategic Initiatives & Improvement Programs

• Lead cross-functional improvement initiatives that drive operational efficiency, customer outcomes, and business performance across the Post Sale organization
• Assist in identifying and prioritising key business initiatives across the CEG team and then with cross-functional businesses (Sales, Solution Consulting, Marketing, Product, etc.)
• Align strategy and execution across CEG teams in EMEA-GTM, Delivery, Customer Success, Renewals, and Customer Health-ensuring clear prioritization and alignment, priming and driving seamless initiative execution
• Identify systemic challenges and opportunities through data analysis and AI-driven insights, developing business cases and implementation roadmaps
• Partner with Major Area Leaders to design and execute adoption initiatives, renewal strategies, and customer health programs at scale
• Drive innovation by exploring how AI, automation, and new technologies can transform Post Sale operations

Business Management & Leadership Support

• Act as a delegate and business manager to EMEA Post Sale leadership, managing priorities, facilitating decisions, and ensuring follow-through on strategic initiatives
• Support the EMEA Post Sale Leader to partner with the Finance team to manage budget, headcount, and investments, ensuring alignment with business targets and cross-functional priorities
• Prepare strategic documentation, recommendations, and presentations for QBRs, board meetings, leadership offsites, and strategic planning sessions using AI-enhanced data visualization
• Liaise with global and EMEA team members to ensure alignment, share best practices, and drive consistency across regions
• Manage complex, multi-stakeholder projects with competing priorities and ambiguous requirements
• Support leadership in preparation for customer and partner interactions: meeting prep, follow-up, and documentation to ensure fast progress on agreed actions

Cross-Functional Collaboration & Influence

• Build strong relationships across Sales, Customer Success, Delivery, Product, Finance, and Operations to drive alignment and enable strategic outcomes
• Influence without authority, using data, insights, and executive presence to drive stakeholder buy-in and change management
• Facilitate strategic planning sessions, working groups, and leadership forums to align on priorities and execution plans
• Translate strategic vision into operational action, ensuring clarity and alignment across all levels of the organization

Performance Insights & Decision Support

• Provide data-driven analysis and insights to inform decision-making and improve operational efficiency in partnership with the EMEA Operations leader
• Work with the Operations team to embed and manage EMEA reporting, scorecards, dashboards, and performance tracking
• Analyze Post Sale performance trends using AI-powered analytics to provide forward-looking insights that inform resource allocation, investment decisions, and strategic pivots
• Develop scorecards, dashboards, and KPIs that track business health and enable proactive decision-making
• Monitor industry trends, competitive landscape, and internal performance to identify opportunities for differentiation and improvement
• Foster a culture of continuous improvement, data-driven decision-making, and AI innovation

Qualifications
To be successful in this role you have:

• Expert AI capability: Extensive experience leveraging AI to drive strategic business outcomes, including automation, predictive analytics, process optimization, and AI-driven insights. Proven ability to identify opportunities to integrate AI into workflows and decision-making to create competitive advantage.
• 5-7+ years of extensive experience in business operations, strategy, consulting, or program management-ideally in a SaaS, consulting, or professional services environment
• Demonstrated ability to partner with senior executives (VP/SVP level) to shape strategy, drive alignment, and deliver measurable results
• Proven track record leading cross-functional strategic initiatives with complex stakeholder landscapes and high business impact
• Strong financial acumen with experience in business modeling, budgeting, headcount planning, and ROI analysis
• Mastery in data storytelling and KPI development using AI-enhanced analytics platforms; ability to synthesize complexity and communicate with executive presence
• Experience designing and implementing operating cadences, governance structures, and strategic planning processes
• Experience influencing senior stakeholders, driving strategic initiatives, and managing interdepartmental relationships
• Exceptional stakeholder management and influencing skills with the ability to build credibility and drive change across matrixed organizations
• A strategic, big-picture mindset combined with hands-on execution capabilities and attention to detail
• Independent thinker who thrives in ambiguity, takes initiative, and drives outcomes proactively
• Excellent written and verbal communication skills with the ability to adapt messaging for different audiences and craft executive-level reports and presentations
• Ability to navigate complex, global environments, working across multiple geographies and time zones
• Based in Dublin or willing to relocate (at own expense)

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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