Customer Support jobs in United Kingdom

• Full-time
• Employee Type: Regular
• Region: EMEA - Europe, Middle East and Africa
• Work Persona: Flexible

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.

National Security & Public Safety (Public Sector)
Location: UK (frequent on site engagement required)
Clearance: Existing clearance advantageous. Must be willing and eligible to obtain DV

Role Mission

To lead the UK Defence go to market across three strategic horizons, shaping Ministry of Defence aligned transformation with MOD and the wider defence ecosystem. Focus on driving sector growth, and aligning our platform to the needs of defence’s evolving strategies across NADG, CSOC, operational commands, and mission landscape.

As the Director, Defence Strategy & Growth, you will be the strategic and external face of our UK defence business working closely with the Head of National Security & Public Safety. You will define and execute our long-range defence strategy, lead cross functional teams across public sector sales, solution specialists, marketing, Inspire Value, enterprise architecture, partners and public affairs, while creating a coherent GTM motion aligned to MOD structures, missions, and priorities.

This is a highly strategic, externally visible role requiring deep defence acumen, commercial leadership, ecosystem influence, and the ability to lead without direct line management responsibilities. You will work closely with existing Client Director, sales teams, solution consultants and strategic customer support to ensure all defence activity aligns to the three horizon strategy, key themes, and mission outcomes.

What You Will Do

Lead the development and execution of a three-horizon defence strategy, aligning to MOD missions, organisational structures such as MSHQ, NADG, CSOC, TLB’s and future capability needs

Define clear target activities, accounts, programmes and themes that guide all defence pursuits

Translate MOD policy, emerging threats, procurement changes and mission shifts into actionable GTM priorities

Own the defence GTM strategy, from horizon planning to tactical execution

Lead the defence ecosystem strategy, prioritising primes, integrators, niche SMEs and partners

Shape and govern coverage models, account focus, and qualification standards across the sector

Influence multi year commercial planning, pricing, and major pursuit decisions

Lead teams across, sales, solutions, marketing, partners, customer success, and public affairs

Be accountable for the overall defence growth number, influencing deal strategy and shaping major pursuits

Drive pipeline quality, forecasting accuracy, and alignment to strategic themes and missions

Influence deal structuring and commercial strategies for priority opportunities

Ensure all defence opportunities map back to the three horizon plan and mission led outcomes

Lead the creation of defence specific value propositions, messaging, and mission aligned use cases

Develop industry led content, white papers, playbooks and thought leadership

Work with marketing and Inspire Value to run targeted defence campaigns and solution narratives

Significant experience within the defence industry ecosystem such as primes, integrators, specialist defence consultancies or commercial defence organisations

Strong background in enterprise technology GTM, ideally with platforms, cloud, workflow, cyber, or digital transformation offerings

Strategy or consulting experience for defence or national security programmes

Deep understanding of MOD structures, missions, authorities, and decision‑making processes

Experience working with the defence partner ecosystem including primes and integrators

Proven ability to lead cross functional teams without direct authority

Experience shaping long term strategies aligned to complex mission environments

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.