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.

Key Responsibilities

GTM Strategy:

• 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

GTM Operational Execution

• Build and manage cross-functional workstreams 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

Stakeholder Engagement & Change Management

• 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

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 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

JV20

For positions in this location, we offer a base pay of $219,600 - $384,300,, 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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

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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.