Director, GTM Transformation - Global GTM Transformation

About Service Now

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.

The Global GTM Transformation & M&A team at Service Now helps drive clarity, operational efficiency, and data‑informed decision‑making across our global Sales, Customer Success, and Partner ecosystem. As we continue to scale, we are seeking a Director, GTM Transformation who can balance strategic thinking, influence, and accountability with hands‑on execution.

Help shape AI’s impact on how sellers work and interact with customers by collaborating across teams to drive Service Now’s go‑to‑market strategy. This role partners with executives in Sales, Marketing, Customer Success, and Product to deliver transformation programs that support scalable growth and improved margins.

• Define GTM transformation initiatives in partnership with executive leadership, focusing on revenue growth, customer acquisition efficiency, and cost optimization.
• Develop business cases for key transformation initiatives, including expected ROI, timelines, and success metrics.
• Identify and benchmark best‑in‑class GTM operating models and practices across SaaS peers and the broader enterprise ecosystem.

• Build and manage cross‑functional work streams to deliver measurable improvements in pipeline generation, conversion rates, retention, and CAC efficiency.
• Develop and enhance operating frameworks (e.g., playbooks, reporting cadences, templates) that drive consistency and performance across regions and functions.
• Collaborate closely with GTM Ops, Marketing, Customer Success, Finance, Product, Analytics, HR, and Enablement to drive priorities and deliverables.

• Align senior stakeholders and communicate progress, wins, and lessons learned across executive audiences.
• Build trusted relationships with key cross‑functional partners and drive alignment on shared business objectives.
• Champion a culture of execution excellence, continuous improvement, and ownership across the GTM Strategy team.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving, including using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact on the function or industry.
• 10+ years of experience in GTM strategy, or enterprise SaaS environments (combination preferred).
• Strong ability to bridge technical expertise with business priorities, influencing direction and driving adoption.
• Track record of driving global GTM programs with measurable impact on revenue and margin.
• Experienced with executive alignment and governance for GTM transformation KPIs and OKRs across multiple initiatives.
• Experienced in delivering AI‑powered programs from concept through scale, with measurable business impact.
• Strong analytical and problem‑solving skills, including experience working with large datasets and building business models.
• Excellent communication skills; able to develop executive‑ready materials and influence at all levels.
• High sense of ownership and bias toward action; thrives in fast‑paced, ambiguous environments.
• Collaborative mindset and ability to lead through influence across teams and functions.
• Bachelor’s degree required; MBA or advanced degree a plus.

Location:
Remote / flexible

For positions at this location, we offer a base pay of $215,900 - $377,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive…