Director Sales Operations Management Desk; Security

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone- freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow - helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

The Director, Sales Operations Management leads a team responsible for commercial deal support, proposal development, pricing strategy, deal modeling, and sales enablement while remaining actively engaged in the organization's most strategic opportunities.

This is a hands-on leadership role responsible for developing talent, scaling commercial capabilities, and establishing repeatable processes while personally supporting high-impact enterprise opportunities. The Senior Manager acts as both a people leader and a strategic partner to Sales leadership, driving consistency in commercial execution across the business.

What you get to do in this role:

Team Leadership & Capability Development

• Lead, coach, and develop a team of Deals Operations and Commercial Strategy professionals.

• Establish performance goals, career development plans, and operational priorities.

• Create scalable processes, tools, and templates that improve deal quality and sales productivity.

• Foster a culture of collaboration, customer focus, and continuous improvement.

Strategic Deal Engagement

• Personally support the organization's largest, most complex, and highest-priority opportunities.

• Partner with Sales Leadership on commercial strategy and deal execution.

• Review and provide guidance on pricing models, proposals, and solution recommendations created by team members.

• Act as an escalation point for complex commercial scenarios.

Customer-Facing Proposal & Commercial Strategy

• Oversee creation of customer-facing proposals, executive presentations, pricing summaries, and business cases.

• Ensure commercial narratives clearly communicate value, pricing rationale, and solution recommendations.

• Drive consistency in proposal quality, messaging, and commercial positioning.

Product & Use Case Alignment

• Partner with Product, Solution Consulting, and Sales teams to ensure customer requirements are effectively translated into commercial recommendations.

• Guide sales teams on product selection, packaging, and strategic positioning.

• Ensure proposed solutions align with customer goals and organizational priorities.

Sales Enablement & Operational Excellence

• Develop programs that increase seller competency in commercial discussions, pricing strategy, and proposal effectiveness.

• Establish reporting and metrics to evaluate deal support effectiveness and sales adoption.

• Identify opportunities to streamline deal workflows and improve sales productivity.

• Drive best practices across opportunity qualification, commercial engagement, and proposal development.

To be successful in this role you have:

• 10+ years of experience in Sales Operations, Revenue Operations, Commercial Strategy, Deal Support, or Deal Operations.

• 3+ years leading or mentoring teams in a sales support, commercial, or operations environment.

• Experience supporting enterprise software or SaaS organizations through complex sales cycles.

• Strong expertise in pricing strategy, deal modeling, customer-facing proposal development, and commercial operations.

• Proven ability to coach sales teams and influence executive stakeholders.

• Exceptional communication, leadership, and organizational skills.

• Ability to balance strategic leadership responsibilities with hands-on engagement in key opportunities.

JV20

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified…