Director, Sales Operations – Field Business Operations (FBO) at ServiceNow

We are seeking a proven and experienced Sales Planning and Operations leader to partner with the VP of AMS Sales Operations to set strategy, plan, and operate the business. This role will lead the Field Business Operations (FBO) team and be responsible for driving operational rigor, forecast excellence, and execution across the AMS business. The ideal candidate brings deep experience as a strategic advisor to senior sales leadership, with a track record of building and scaling planning and operational capabilities in a high-growth environment. This leader will also play a critical role in driving alignment across the broader AMS Sales Operations organization, acting as a key extension of leadership to ensure the business runs effectively day to day. Key Activities • Partner directly with the AMS COO and leadership team to translate strategy into actionable plans, serving as a trusted advisor through data-driven insights on business trends, pipeline health, and market dynamics • Lead, develop, and scale the Field Business Operations (FBO) team across multiple Major Areas, driving consistent operating standards, strong execution discipline, and a culture of accountability • Establish and run a proactive operating cadence including forecast calls, pipeline reviews, and executive business reviews to ensure visibility, alignment, and business health • Drive performance against key metrics including linearity, conversion, and pipeline health by enforcing rigorous inspection, accelerating deal progression, and strengthening pipeline to improve overall velocity and outcomes • Identify risks and opportunities within the business and lead proactive action planning to accelerate performance and mitigate gaps • Act as a central point of coordination across AMS Sales Operations and cross-functional partners including Sales, GTM Strategy, Finance, Marketing, and Operations to ensure alignment and successful execution of priorities • Support the VP of Sales Operations in running the business by leading key forums, mentoring team members, driving critical initiatives, and providing leadership coverage when needed • Help shape and evolve the Sales Operations operating model, driving consistency, scalability, and elevated execution standards across teams • Lead high-priority, cross-functional initiatives that require structure, coordination, and executive visibility, ensuring timely and effective delivery • Partner closely with the Commissions team to manage and resolve escalations related to crediting, quota alignment, and planning decisions, ensuring fair and consistent outcomes aligned with policy and business objectives • Collaborate with Planning and Analytics leadership on annual and in-year planning activities including org design, headcount planning, territory design, quota setting, and coverage models • Synthesize complex data into clear insights and executive-level presentations that inform GTM strategy, influence decisions, and drive action • Champion initiatives that improve sales productivity and enable the business to scale efficiently