Sr. Director, Marketing GTM Operations

ServiceNow.com

Office

Austin, TEXAS, United States

Full Time

Company Description

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.

Job Description

We’re looking for a bold leader to shape our Marketing GTM Operations team. In this role, you’ll make sure our marketing and sales engines work seamlessly - fixing friction, streamlining processes, and teaming up with Sales and Tech to bring smart automation to life. At the same time, your team will lead one of the biggest shifts in how we work: moving from leads to buying groups, and from activity to real revenue impact. Your job is to connect the dots across Marketing, Sales, and Technology so great programs turn into pipeline, revenue, and growth.

Key Responsibilities

Cut through complexity in the marketing value chain. Streamline how Marketing operates end-to-end, making processes faster, simpler, and easier to scale. Work side by side with Sales and GTM teams to keep opportunity progression seamless and impactful.
Lead GTM transformation. Embed major shifts, like moving from lead-centric to buying group–based opportunity qualification, into clear, repeatable processes that redefine how Marketing and Sales connect.
Translate business needs into technology solutions. Use deep knowledge of Marketing and Sales to partner with Digital and Tech teams, turning business requirements into automation and AI solutions that reduce friction and elevate execution.
Design and maintain GTM frameworks. Own the operational models — intake, routing, and progression processes —that directly tie Marketing programs to pipeline impact.
Drive account segmentation. Define, operationalize, and continuously refine account segments with Sales, Marketing, and GTM teams to ensure the right focus, coverage, and execution. .
Unblock and accelerate execution. Lead cross-functional efforts with Sales and Marketing to resolve bottlenecks, close process gaps, and keep teams moving at pace.
Continuously improve through feedback and results. Regularly evaluate whether processes are delivering the right outcomes by monitoring performance and listening to employee feedback—refining and simplifying as needed.

Qualifications

What You Bring

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.
12+ years in marketing operations, sales operations, GTM strategy, process leadership, or related fields, including 3+ years in senior leadership.
Deep understanding of B2B marketing and sales ecosystems—including campaign execution, lead management, account segmentation, sales development, and CRM/marketing automation.
Proven track record leading operational transformations in enterprise or high-growth settings, ideally including shifts to opportunity-centric or buying group–based models.
Knowledge of Forrester’s B2B Revenue Waterfall, Demand Unit/Buying Group frameworks, or similar models.
Strong process leadership skills—able to diagnose complexity, design scalable solutions, and deliver operational excellence.
Strategic thinker with a bias for action, equally comfortable shaping GTM strategy and driving day-to-day execution.
Exceptional collaborator and communicator, skilled at aligning cross-functional stakeholders and influencing at the executive level.
Familiarity with the Adobe stack and GTM tools such as Demandbase, ZoomInfo, Outreach.

Additional Information

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 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), 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.