Director, Sales Operations – Field Business Operations (FBO)

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 — ServiceNow 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.

We are seeking a proven and experienced Sales Planning and Operations leader to partner with the VP of AMS Sales Operations to set strategy, plan, and operate the business. This role will lead the Field Business Operations (FBO) team and be responsible for driving operational rigor, forecast excellence, and execution across the AMS business.

The ideal candidate brings deep experience as a strategic advisor to senior sales leadership, with a track record of building and scaling planning and operational capabilities in a high-growth environment. This leader will also play a critical role in driving alignment across the broader AMS Sales Operations organization, acting as a key extension of leadership to ensure the business runs effectively day to day.

Key Activities

• Partner directly with the AMS COO and leadership team to translate strategy into actionable plans, serving as a trusted advisor through data-driven insights on business trends, pipeline health, and market dynamics
• Lead, develop, and scale the Field Business Operations (FBO) team across multiple Major Areas, driving consistent operating standards, strong execution discipline, and a culture of accountability
• Establish and run a proactive operating cadence including forecast calls, pipeline reviews, and executive business reviews to ensure visibility, alignment, and business health
• Drive performance against key metrics including linearity, conversion, and pipeline health by enforcing rigorous inspection, accelerating deal progression, and strengthening pipeline to improve overall velocity and outcomes
• Identify risks and opportunities within the business and lead proactive action planning to accelerate performance and mitigate gaps
• Act as a central point of coordination across AMS Sales Operations and cross-functional partners including Sales, GTM Strategy, Finance, Marketing, and Operations to ensure alignment and successful execution of priorities
• Support the VP of Sales Operations in running the business by leading key forums, mentoring team members, driving critical initiatives, and providing leadership coverage when needed
• Help shape and evolve the Sales Operations operating model, driving consistency, scalability, and elevated execution standards across teams
• Lead high-priority, cross-functional initiatives that require structure, coordination, and executive visibility, ensuring timely and effective delivery
• Partner closely with the Commissions team to manage and resolve escalations related to crediting, quota alignment, and planning decisions, ensuring fair and consistent outcomes aligned with policy and business objectives
• Collaborate with Planning and Analytics leadership on annual and in-year planning activities including org design, headcount planning, territory design, quota setting, and coverage models
• Synthesize complex data into clear insights and executive-level presentations that inform GTM strategy, influence decisions, and drive action
• Champion initiatives that improve sales productivity and enable the business to scale efficiently

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include 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 Sales Strategy, Sales Operations, or Business Operations
• 5+ years of people management experience, with a proven track record of leading and developing high-performing teams
• Strong business acumen with deep knowledge of sales processes, forecasting, and GTM strategy
• Demonstrated ability to operate as a strategic partner to senior leadership while driving tactical execution
• Excellent structured problem-solving and analytical skills; able to frame complex business problems and drive actionable solutions
• Proven ability to influence and build trust across all levels of the organization
• Exceptional communication skills with experience presenting to executive audiences
• Experience leading large-scale, cross-functional initiatives in a matrixed environment
• Strong operational mindset with the ability to build scalable processes and drive discipline
• High level of ownership, accountability, and a “win as a team” mindset

Desired

• Bachelor’s degree required; MBA or advanced degree preferred

For positions in this location, we offer a base pay of $165,600 - $289,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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