GTM ITSM 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 — 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.

Overview As the Global head of ITSM GTM Lead, you will play a pivotal role in driving the execution of go-to-market (GTM) strategies for the ITSM portfolio. Reporting directly to the CIO Autonomous IT Leader, you will act as a key contributor to business growth, customer engagement, and operational excellence. This role is ideal for a results-oriented professional with a passion for customer-centric innovation and cross-functional collaboration. Key Responsibilities

• Engage directly with strategic customers to understand needs, drive adoption, and ensure satisfaction. Serve as a practitioner and advocate for customer-centricity, maintaining feedback loops to inform GTM decisions.
• Collaborate with the ITSM BU to develop and refine GTM strategies, including influencing pricing, packaging, and market positioning. Integrate customer and market feedback to continuously improve offerings.
• Architect and design sales motions that maximize pipeline generation, progression, and new net annual contract value (NNACV). Work closely with sales, product, and marketing teams to ensure cohesive execution.  
• Elevate, simplify, and transform solution messaging in partnership with Product Solution Marketing (PSM), ensuring clarity and impact across all channels.
• Drive integration of GTM initiatives across GPC, CEG, PSM, Industry, and GTM Field Practitioners to ensure scalability and performance tracking.
• Measure, analyze, and refine business KPIs and BU OKRs to track performance and drive continuous improvement. Provide actionable insights to leadership and stakeholders.
• Stay ahead of market trends, competitive shifts, and emerging technologies to inform GTM strategy and positioning.
• Represent the company at industry events, panels, and executive forums.
• Foster a culture of innovation, collaboration, and continuous improvement.

Qualifications

• 7+ years of experience in GTM strategy, business operations, or customer success, with at least 3 years in a senior role.
• Proven track record of driving strategic initiatives and operational execution in complex, matrixed environments.
• Deep experience engaging with senior stakeholders and influencing executive decision-making.
• Strong analytical, communication, and storytelling skills.
• Experience in SaaS, cloud, or enterprise technology preferred.
• MBA or equivalent advanced degree is a plus.

What We Offer

• Senior leader level visibility and impact.
• A dynamic, collaborative environment with top-tier talent.
• Competitive compensation and benefits.
• Opportunities for growth and leadership across the organization.

For positions in this location, we offer a base pay of $170,200 - $297,900, 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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