Director, Product Success ITSM

As a leading member of our Product Innovation Architects team you will have a major impact on our future success by supporting ITSM Product portfolio. You will manage a team of best-in-class Innovation Architects to implement ServiceNows latest ITSM innovations with the support and partnership of Product Management and the executive team. This is a role for a technical team manager who excels in team-building brings a CAN DO attitude and a performance mindset.

What you get to do in this role:

The Director of Product Success Architect is a leadership role with the advanced ability to develop position and provide product-specific solutions during sales cycles while also working with customers on implementing and realizing the value of our latest innovations.

• You will devise prescriptive advice to customers implementing new innovations and measure the value from products
• Have business-outcome ownership
• Lead a team of hands-on product success architects
• Be the Voice of the customer with data fluency
• Support product sales as a technical and domain expert of a client-facing sales team
• Run Executive Briefings with C-level stakeholders to align strategic vision and product capabilities
• Present product roadmaps to strategic customers and gather feedback to inform product direction
• Create and improve processes for product adoption ensuring customers achieve rapid time-to-value
• Leverage AI tools in daily work to enhance productivity analysis and customer engagement both internally and externally
• Provide feedback to product management about product enhancements that address customer needs
• Share and learn best practices and re-usable assets with Inbound Product Managers to enhance the quality of our products
• Support marketing events including executive briefings conferences user groups and trade shows

Qualifications :

To be successful in this role you have:

• 4 years of experience as a Manager (leading a team of at least 5 members)
• 7 years of pre-sales/post-sales solution consulting or Outbound Product Management experience in SaaS companies preferably ServiceNow ITSM ecosystem
• Deep expertise in ServiceNow ITSM product portfolio including Incident Management Problem Management Change Management Knowledge Management and Service Catalog
• Proficiency with the ServiceNow platform and demonstrated technical expertise with ITSM best practices and frameworks (ITIL CMDB)
• Experience working collaboratively with product management product marketing partners and professional services delivering results under strict guidelines
• Demonstrated ability to lead complex cross-functional projects and collaborate effectively with peers across business units and organizational boundaries
• Travel as necessary

For positions in this location we offer a base pay of $221200 - $387100 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 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 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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Remote Work :

Yes

Employment Type :

Full-time