ServiceNow Offices

Leads Data and Storage Reliability Engineering for large-scale SaaS environments. Responsibilities include reliability strategy, observability, diagnostics, automation, capacity planning, incident root-cause analysis, resilience validation, risk reduction, and platform improvement. Manages and develops engineering teams, partners with production and software engineering groups, supports customer-critical escalations, and converts operational insights into durable engineering solutions.

Leads Customer Excellence Group field operations across EMEA, owning operational strategy, annual planning, performance management, forecasting, capacity modeling, reporting cadences, and cross-functional execution. Partners with executive leadership, Finance, HR, Sales, and Workforce Planning to drive customer success, renewals, resource allocation, transformation, and growth. Builds and develops a high-performing operations team, standardizes processes, supports strategic programs, and delivers executive-level communications in a complex, matrixed organization.

Develops and scales AI-powered managed services and Built On ServiceNow solutions through strategic partner collaboration. Identifies opportunities, shapes growth strategies, guides solution deals from discovery through launch, presents value propositions to executives, structures deals with finance and legal teams, and coordinates internal and external stakeholders. The role requires extensive enterprise IT sales, consultative selling, platform transformation, managed services, BPO, and strategic partnership experience, with travel as needed.