Strategic Customers - Global Deals; Elevate), Senior Director

Position: Strategic Customers - Global 360 Deals (Elevate), Senior Director

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 — Service Now 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.

Reporting to the VP, Strategic Customers - Global Revenue Programs (Elevate), the Strategic Customers – Global 360 Deals (Elevate) Senior Director will be joining a broader team focused on driving high-impact global strategies that support Service Now’s long-term revenue growth and profitability through larger and more strategic transactions at scale.

As the Strategic Customers – Global 360 Deals (Elevate) Senior Director, you will serve as the central business unit liaison to global sales teams for Service Now’s business-enabling functions—including Product Engineering and Global Cloud Services as it relates to 360 deal activity. You’ll bring together cross-functional stakeholders to shape deal strategy, streamline “Buy From” execution, and ensure alignment between business needs, risk considerations, and sales objectives.

You’ll play a pivotal role in improving GTM efficiency, accelerating deal velocity, and balancing OPEX investment with NNACV growth. Your work will also drive consistency and insight across 360 activities, including supporting natural event planning and helping the organization avoid value leakage from unplanned or misaligned deal activity.

Priorities & Responsibilities Serve as Central Point of Contact for the ‘Buy From’ Side of 360 Deals for Specific BUs

• Act as the global BU liaison to sales teams and Global Cloud Services/Product Engineering business-enabling Service Now functions.
• Act as a global liaison to sales / GTM teams and global partnerships w/ Value Added Resellers and also System Integrators.
• Represent a unified “Buy From” perspective, streamlining access and coordination for the sales organization.
• Leverage strong relationships with executive sponsors, sourcing, and customer advocacy to facilitate alignment and speed

Create Value Through Structure and Process

• Design and implement a structured approach to identify and act on natural buying events that drive incremental revenue
• Working with Sales Operations and other Sales Strategy teams, establish visibility into 360 deal activity across regions and functions, creating a unified view for tracking and strategic planning
• Improve consistency, accountability, and velocity across buy-from aspects of the 360-deal lifecycle

Support Deal Execution

• Collaborate with Elevate’s Complex Deal Execution team/Sales to shape and execute 360 deals that align to GTM strategy and business priorities and strike the optimal balance between investment and revenue generation in strategic deals
• Support execution of complex transactions by guiding deal architecture, risk mitigation, and internal stakeholder engagement

Build Deep Cross-Functional Relationships

• Cultivate trusted relationships with business owners across the enterprise to support proactive deal engagement and GTM alignment
• Act as a strategic advisor across functions, translating business goals into actionable deal strategy
• Partner closely with Finance, Revenue Accounting, Global Sourcing, Legal and other stakeholders to streamline deal approval and execution pathways

Deliver Post-Deal Insights and Continuous Improvement

• Lead post-mortems and insights generation for closed 360 deals, translating outcomes into scalable process improvements and strategy refinements
• Evolve frameworks such as the decision matrices, budgeting guidance, and approval processes to enable faster, smarter deal execution.

To be successful in this role you have:

• 10+ years in Strategic Sales, GTM Strategy or GTM Finance, ideally in SaaS or enterprise tech
• Experience in leveraging or critically thinking about how to integrate AI into…