Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
About Us: ServiceNow aspires to be the defining software of the 21st century and is committed to delivering cutting-edge solutions and services to a global customer base. We are looking for a seasoned professional to join our team and create a comprehensive playbook for our service operations, specifically tailored for our sales and go-to-market teams. This role is critical in ensuring the efficiency and effectiveness of our operational strategies and market approaches.
Job Overview: The Service Operations Playbook PM will be responsible for developing a detailed and actionable playbook that outlines processes, procedures, and best practices for our service operations, sales, and go-to-market teams. This role requires a deep understanding of the tech industry, service operations, sales strategies, and go-to-market tactics, along with extensive experience in documenting and streamlining processes.
Key Responsibilities:
- Develop a comprehensive service operations playbook for sales, including detailed processes, workflows, and best practices, to improve sales efficiency and effectiveness.
- Collaborate with cross-functional teams, including service operations, sales, marketing, product development, and customer support, to gather necessary information and insights.
- Conduct interviews and workshops with key stakeholders to understand current practices and identify areas for improvement.
- Create clear, concise, and visually appealing documentation that can be easily understood and followed by sales teams.
- Ensure the playbook is aligned with industry standards and best practices, as well as the company’s strategic goals.
- Continuously update and refine the playbook based on feedback, evolving industry trends, and market dynamics.
- Capture customer win wires, case studies and references by industry and
- Provide training and support to sales and go-to-market teams on the implementation and use of the playbook.
- Develop metrics and KPIs to measure the effectiveness of the playbook and its impact on service operations and market performance.
- Develop a comprehensive and continuous communication plan to ensure all sellers have access and know how to use all the assets.
Qualifications
- Bachelor's degree in computer science, Information Technology, Business Administration, Marketing, or a related field.
- Minimum of 10 years of experience in the tech industry, with significant experience in service operations, sales, and go-to-market strategies.
- Proven experience working at least two major tech companies.
- Strong understanding of service operations processes, sales strategies, and go-to-market tactics.
- Excellent writing, editing, and documentation skills.
- Ability to create visually appealing and easy-to-understand documentation.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple projects simultaneously.
Preferred Qualifications:
- Master’s degree in a related field.
- Experience with process improvement methodologies such as Lean or Six Sigma.
- Familiarity with industry-standard tools for documentation, workflow management, and sales enablement.
- Experience with CRM and other sales and marketing tools.
Why Join Us:
- Opportunity to work with a dynamic and innovative team.
- Competitive salary and benefits package.
- Professional growth and development opportunities.
- Flexible work environment.
Additional Information
ServiceNow is an Equal Employment 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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.
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