ServiceNow

Director - Customer Excellence Area Lead - Technology, Media Energy (TME) UK/Ire

Director - Customer Excellence at ServiceNow, Staines. Lead customer success in TME sector, leveraging ServiceNow expertise. 15+ years experience required.

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The Mothership
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Expert/Leadership
ServiceNow Role Type:
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Implementer
ServiceNow Modules:
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ServiceNow Certifications (nice to have):

Job description

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Posted on:
 
July 24, 2025

The Director - Customer Excellence Area Lead - Technology, Media Energy (TME) UK/Ire is responsible for ensuring the success, growth, and retention of customers within their assigned region. They lead and develop a team of Customer Success professionals to maximize customer value realization, drive adoption, and support risk mitigation. The role involves navigating complex customer landscapes, mitigating risks, and influencing key stakeholders to maintain strong, long-term relationships.

Requirements

  • 15+ years of experience leading a large, high-growth organization delivering software based business solutions to large and small enterprises
  • 10+ years of work experience in a leadership position
  • 5+ years of work experience in enterprise software within the nominated Major Area / Market
  • 5+ years in experience in customer success or related role
  • Experience in driving collaborative partnerships across SI’s and Channel partners
  • Knowledge and experience across the ServiceNow landscape, with focus on customer success and services
  • Excellent leadership, management, and interpersonal skills
  • High EQ and ability to lead with positive influence
  • Ability to build an operating model with tools, processes and people to drive a scaled model for customer success
  • Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
  • Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
  • Passion for technology and innovation
  • Strong understanding of Cloud / SaaS Computing and the business benefits;
  • Excellent communication and presentation skills
  • Analytical and negotiation skills
  • Strong understanding of business processes and their implementation into enterprise applications
  • A technical degree or technical pedigree

Benefits

  • As a global market leader, ServiceNow brings 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.
  • ServiceNow is an equal opportunity employer and strives to create an accessible and inclusive experience for all candidates.

Requirements Summary

15+ years of experience leading a large, high-growth organization, 10+ years of work experience in a leadership position, and 5+ years of work experience in enterprise software