GTM ITSM Director

ServiceNow • Santa Clara, CA

9h

About The Position

Overview As the Global head of ITSM GTM Lead, you will play a pivotal role in driving the execution of go-to-market (GTM) strategies for the ITSM portfolio. Reporting directly to the CIO Autonomous IT Leader, you will act as a key contributor to business growth, customer engagement, and operational excellence. This role is ideal for a results-oriented professional with a passion for customer-centric innovation and cross-functional collaboration.

Requirements

• 7+ years of experience in GTM strategy, business operations, or customer success, with at least 3 years in a senior role.
• Proven track record of driving strategic initiatives and operational execution in complex, matrixed environments.
• Deep experience engaging with senior stakeholders and influencing executive decision-making.
• Strong analytical, communication, and storytelling skills.
• Experience in SaaS, cloud, or enterprise technology preferred.

Nice To Haves

• MBA or equivalent advanced degree is a plus.

Responsibilities

• Engage directly with strategic customers to understand needs, drive adoption, and ensure satisfaction.
• Serve as a practitioner and advocate for customer-centricity, maintaining feedback loops to inform GTM decisions.
• Collaborate with the ITSM BU to develop and refine GTM strategies, including influencing pricing, packaging, and market positioning.
• Integrate customer and market feedback to continuously improve offerings.
• Architect and design sales motions that maximize pipeline generation, progression, and new net annual contract value (NNACV).
• Work closely with sales, product, and marketing teams to ensure cohesive execution.
• Elevate, simplify, and transform solution messaging in partnership with Product Solution Marketing (PSM), ensuring clarity and impact across all channels.
• Drive integration of GTM initiatives across GPC, CEG, PSM, Industry, and GTM Field Practitioners to ensure scalability and performance tracking.
• Measure, analyze, and refine business KPIs and BU OKRs to track performance and drive continuous improvement.
• Provide actionable insights to leadership and stakeholders.
• Stay ahead of market trends, competitive shifts, and emerging technologies to inform GTM strategy and positioning.
• Represent the company at industry events, panels, and executive forums.
• Foster a culture of innovation, collaboration, and continuous improvement.

Benefits

• Senior leader level visibility and impact.
• A dynamic, collaborative environment with top-tier talent.
• Competitive compensation and benefits.
• Opportunities for growth and leadership across the organization.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed