Director - Expert Services

Job Description

The role of the Director, Expert Services – CRM & Industry Workflows (EMEA) will oversee a team of Senior Managers, Managers, and Consultants responsible for delivering high-quality outcomes to our customers and partners through ServiceNow’s CRM & Industry Workflows. This role reports to the Sr Director, Expert Services EMEA and plays a pivotal role in shaping and executing the delivery strategy for CRM & Industry Workflows across the region.

What You Get to Do in This Role

•  Define and execute the CRM & Industry Workflows Expert Services delivery strategy for EMEA, aligned with customer needs, market trends, and ServiceNow’s business goals.
•  Lead and grow a high-performing team of senior leaders and consultants, fostering a culture of accountability, innovation, and continuous improvement.
• Translate market demand, sales pipeline insights, and strategic initiatives into action—driving decisions around hiring, team structure, capability development, and enablement.
• Own the technical quality of CRM & Industry Workflows delivery in EMEA, ensuring consistent, scalable, and value-driven outcomes for our customers.
• Position the team for scale by developing delivery models, frameworks, and leadership capabilities that support predictable and high-quality customer success.
• Partner with Product Business Units, Sales, and Customer Success to accelerate value realization, inform product strategy, and co-drive strategic initiatives.
• Align with global Expert Services counterparts to share learnings, shape global initiatives, and bring best practices into the EMEA organization.
• Provide strategic leadership and mentorship to senior team members, supporting the resolution of complex challenges and the development of future leaders.
• Champion customer transformation journeys—ensuring delivery efforts are aligned to business outcomes, product adoption, and long-term success.
• Drive a culture of collaboration, knowledge sharing, and operational excellence, continually evolving best practices, offerings, and delivery methodology.

Key Performance Measurements

• Contribution to Expert Services business outcomes (revenue, margin, growth).
• Team productivity, billable utilization, and quality of delivery.
• Customer satisfaction, value realization, and CRM & Industry Workflow adoption.
• Team readiness, capability development, and leadership bench strength.
• Impact of strategic initiatives across sales, delivery, and product alignment.

Qualifications

Strategic Leadership & People Development

• Proven experience leading senior-level teams, including managers and consultants, in a professional services or consulting environment.
• Demonstrated success in defining and executing regional or global strategies, ideally in the context of enterprise technology or digital transformation.
• Track record of hiring, scaling, and enabling high-performing teams with diverse skill sets, while fostering a culture of excellence, inclusion, and innovation.
• Strong ability to mentor senior leaders, promote leadership development, and build succession plans for sustainable organizational growth.
• Executive presence and influence, with the ability to communicate clearly, inspire trust, and align diverse stakeholders across functions and geographies.

Consulting & Service Delivery Expertise

• Significant experience delivering or overseeing large-scale digital transformation engagements, with a focus on measurable business outcomes.
• Expertise in structuring scalable delivery models and driving operational excellence across customer-facing teams.
• Deep understanding of consulting methodologies, such as Now Create, Agile, and value-based delivery approaches.
• Strong ability to assess market demand, interpret sales pipelines, and translate commercial opportunities into delivery readiness and team investments.
• Experience engaging directly with executive-level customers and partners, advising on transformation strategy and value realization.

Technology & Domain Knowledge

• Solid understanding of CRM & Industry Workflows (Customer Service Management, Field Service Management, Sales Order Management, Financial Services Operations, etc) and their role in enterprise transformation.
• Familiarity with the ServiceNow platform or comparable enterprise platforms (e.g., Salesforce, SAP, Workday); certifications or ecosystem experience is a plus.
• Experience driving adoption of emerging technologies, including AI and automation, in the context of enterprise service delivery.
• Strong business acumen with the ability to connect technical delivery to commercial impact and product evolution.

Additional Qualities for Success

• A strategic thinker with a transformation mindset, focused on long-term business impact.
• Excellent communication and storytelling skills, capable of influencing diverse audiences from consultants to C-level executives.
• Passion for continuous improvement, innovation, and knowledge sharing.
• Strong cross-functional collaborator who thrives in a matrixed, global environment.