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Drive customer health, adoption, satisfaction, and expansion for ServiceNow enterprise customers across EMEA Central. Assess adoption barriers, create optimization plans, coordinate internal teams and delivery partners, lead partner funding engagements, oversee execution, manage escalations, and measure outcomes. The role works across customer executives, account teams, product teams, architects, and partners to mitigate risks, unblock opportunities, and improve long-term customer value.

Leads ServiceNow Cyber and Risk’s North American GSI partnership strategy, including team leadership, partner planning, pipeline generation, joint go-to-market execution, executive relationships, QBRs, enablement, marketing coordination, and revenue growth. Requires extensive cybersecurity vendor and GSI experience, established relationships with major integrators, sales expertise, technical cybersecurity knowledge, and experience managing high-performing partnership teams in complex organizations.

Owns complex Workday integration initiatives from design through deployment and production support. Develops integrations using Workday Studio, EIB, Core Connectors, Orchestrate, APIs, payroll interfaces, reports, and security configurations. Troubleshoots failures, supports business-critical HR processes and Workday releases, and partners with business, security, architecture, and vendor teams. The role also translates business requirements into scalable solutions and contributes to strategic enterprise integrations.

Leads platform engineering across DevOps, deployment, performance, and developer productivity. Owns CI/CD enablement, observability, internal tooling, AI-native development platforms, performance strategy, and Kubernetes-based services. Architects scalable APIs, drives agentic AI integrations, establishes testing and monitoring practices, and provides technical leadership across engineering teams. Requires extensive software engineering experience, distributed systems expertise, advanced Kubernetes and DevOps skills, and the ability to influence cross-functional stakeholders.

Leads EMEA field operations for ServiceNow’s Customer Excellence Group, owning operational strategy, annual planning, performance management, forecasting, capacity planning, executive reporting, and cross-functional alignment. Partners with senior leaders across Finance, HR, Sales, and other functions to drive customer success, renewals, services growth, and strategic transformation. Builds and develops the operations team, improves processes and tooling, establishes business-review cadences, and drives consistent execution across geographically distributed EMEA teams.

Own a portfolio of 10–20 enterprise and mid-market IAM customers, driving adoption, value realization, executive engagement, renewals, expansion, and account health. Build success plans, conduct executive business reviews, identify risks early, coordinate cross-functional teams, and maintain renewal forecast accuracy. Partner with Sales, Solutions, Support, Product, Professional Services, and partners to deliver measurable customer outcomes in complex security environments.

Leads and develops a team of Customer Success Managers serving strategic and enterprise customers. Oversees customer adoption, engagement, risk mitigation, renewals, expansion, and executive relationships. Partners with Sales, Product, Support, and Professional Services to drive measurable business outcomes, improve customer success processes, and scale best practices. Represents customer needs internally and supports adoption of new platform capabilities.

Leads the design, development, deployment, and operation of complex cloud-native platform components. Owns major technical initiatives, Kubernetes infrastructure, operators, controllers, and distributed services from architecture through production support. Drives reliability, scalability, observability, and engineering standards; partners with senior architects on platform strategy; identifies and resolves technical risks; and mentors engineers through design and code reviews. The role also requires integrating AI into platform engineering and operational workflows.

Drive new SaaS business revenue within the MRD vertical through account and territory planning, prospect research, business development, and field sales. Build C-suite relationships, orchestrate virtual account teams, advise customers on IT roadmaps, identify specialist resources, negotiate new-logo deals, achieve sales targets, and promote customer success.

Drive market success and revenue for ServiceNow CRM and Industry Workflows products. Develop territory sales strategies, engage C-level executives, conduct solution presentations, qualify prospects, manage opportunities, close deals, support partners, and expand existing accounts. Serve as a trusted advisor on customer engagement and operations roadmaps while collaborating with account executives, solution consultants, partners, and internal teams. Regional travel and fluent Japanese and English communication are required.