Director, Solution Consulting - CRM Solutions

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.

Why This Role Matters

You will lead one of  ServiceNow’s fastest-growing markets — and this team will be at the center of that momentum.

You’ll shape how we go to market, how we sell value, and how we build the next generation of Solution Consulting talent.

Job Description

As the Director, UKI CRM Solution Consulting, you run the day-to-day pre-sales engine for CRM across the UK, Ireland, and Scotland. You lead first-line Solution Consulting managers and their individual contributors, and you are the leader closest to the deals.

You know what each team is working on, what is landing with customers, and what is stalling. Your job is to remove the blockers, keep the team focused and motivated, and make sure Solution Consulting moves in step with its CRM selling peers. This is an execution role at heart: you make the engine go fast.

You report to the AVP, EMEA CRM Solution Consulting, who sets regional strategy and direction.

What you'll do...

Own the number -- deliver CRM NNACV for UKI

• Carry accountability, with your first-line managers, for UKI CRM NNACV targets and contribute to the EMEA goal of double-digit ACV growth.
• Forecast technical win rates and deal-by-deal readiness, and raise risk to the AVP early rather than late.
• Work with UKI CRM sales leaders to focus Solution Consulting time on the opportunities, use cases, and industries where CRM wins fastest.

Know the deals on the ground

• Maintain a detailed, current view of what each team is working on: active opportunities, technical stage, proof-of-value status, and next steps.
• Know what is working and what is not, and act on it in the weekly deal and pipeline rhythms rather than in a quarterly review.
• Join key customer, POV, and escalation discussions where technical credibility or senior air cover is needed.

Remove blockers and keep the team focused

• Be the first escalation point for anything that slows a deal: environment access, resourcing conflicts, unclear scope, product gaps, or competing demands.
• Protect the team's time by clearing distractions, cutting low-value requests, and making sure ICs spend their time on the deals that matter most.
• Make sure every IC knows what good looks like on their deals and has what they need to deliver it.

Lead and develop first-line leaders and ICs

• Coach first-line managers on deal reviews, technical strategy, and POV execution, and hold them to consistent motions and communication rhythms.
• Recruit, develop, and retain strong technical talent, and build a bench of ready-now first-line leaders.
• Give direct, regular feedback to ICs and managers, and address performance issues early.

Keep the team motivated and aligned to selling peers

• Recognize wins visibly and often, and build a team rhythm that keeps morale and momentum high.
• Run joint pipeline and deal reviews with CRM sales, value, partner, and product counterparts so Solution Consulting and selling teams operate as one engine.
• Agree coverage, account plans, and proof strategy with the AEs before they reach the customer.

Drive the shift to POV-centric selling and the FDE model

• Make working proof-of-value the default way the team earns technical trust, and help ICs move toward the Forward Deployed Engineer model of building alongside customers.
• Use AI automation tools and standard POV frameworks to speed up demos, environment provisioning, and repeatable assets.

Connect the field to CRM product

• Channel technical wins, losses, and product gaps from your team to the AVP and CRM product leaders, using specific, deal-level examples.

Qualifications

To be successful in this role you have:

• 6+ years in a leadership role in Solution Consulting or a comparable pre-sales or technical sales function, including managing first-line leaders and individual contributors.
• Still credible on the deals: you can scope a POV, work through an architecture question, or join a customer call without losing the thread.
• A consistent record of owning and delivering against ACV / NNACV or equivalent revenue-tied targets in a software or SaaS environment.
• Experience leading distributed teams across the UK, Ireland, and Scotland and operating effectively across cultures, languages, and time zones.
• A working understanding of the CRM market and how AI and agentic automation are changing it.
• Fluency with AI and automation tools and a bias toward using them to simplify how work gets done.
• Experience moving a team from demo-centric to POV / proof-of-value-centric selling.
• Clear, direct communication, and the ability to set a standard and hold first-line leaders to it.
• Good operating judgement: knows when to escalate, when to decide, and when to get out of the way.
• A talent-focused leader who can recruit, develop, and retain strong technical leaders and ICs.
• Bachelor's degree in a technical or business field, or equivalent work experience.
• Expected to travel up to 40% of the time on average, including across the UK, Ireland, and Scotland.

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 [email protected] 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. 

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