Sr. Director, Healthcare Provider Industry GTM Lead

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.

Overview

Job Description

We are looking for a Senior Director for Healthcare Provider Go To Market. The ideal candidate brings a combination of Healthcare Provider sector credibility and enterprise technology depth. They understand how health systems are organized, how they buy, and where the most pressing operational and strategic priorities sit across acute care, ambulatory, and post-acute care delivery models. Critically, they know how to translate that knowledge into repeatable GTM motions, solution-level positioning, and field-ready plays that the broader sales team can execute.

What distinguishes this role from both pure clinical advisors and traditional platform sellers is the combination of the two. This individual brings enough clinical and operational credibility to earn trust with provider executives, and enough platform depth to connect that knowledge directly to ServiceNow's product capabilities. Translating clinical and operational realities into actual platform workflows, use case design, and solution architecture is the core differentiator this role requires. It is not strictly provider or clinical experience, and it is not strictly platform or IT knowledge. It is the intersection of the two, applied.

The Senior Director for Healthcare Provider Go To Market will work within a team that already carries deep clinical credibility and strong operational, EMR, and technical knowledge. This role is explicitly complementary. It fills the gap between clinical and technical depth on one side and ServiceNow product and solution knowledge on the other. The Senior Director will translate platform capabilities into scalable industry plays, own partner co-development motions with key SIs and technology partners, and serve as a connective layer between field sales, product, marketing, and the broader provider ecosystem. They will be a consistent presence with priority accounts and a builder of field-ready assets that drive pipeline without requiring GTM in every room.

This Individual Is Responsible For The Following Areas

How You'll Spend Your Time

Time allocation follows the Global Industries GTM operating model. Roughly 60% of this role is customer-facing: executive engagement, EBC delivery, pipeline creation, and priority account progression. The remaining 40% splits between industry strategy and product collaboration (Responsibilities 5 and 6, approximately 20%) and field enablement, play development, and business reporting (Responsibilities 7 and 8, approximately 20%). This role is most active as a door opener and trusted advisor through the point of technical win. After that, the account team leads and this role re-engages on an as-needed basis. Commercial, legal, and close milestones belong to the AE and deal team.

Areas of Responsibility

• Executive Presence and EBC Engagements

Representing ServiceNow's vision and strategy directly to provider executives is the primary function of this role. This Senior Director will be a leading voice in Executive Business Center engagements, delivering compelling presentations that connect ServiceNow's platform capabilities to the operational and strategic priorities health system leaders are accountable for. This is not a supporting role in those rooms. This individual owns the narrative, the content quality, and the executive relationship that follows. Beyond EBCs, this includes industry forums, executive roundtables, and targeted account engagements where a senior, credible presence accelerates trust and shortens the path to commitment.

• Customer Focused Pipeline Development

Drive net new pipeline by bringing operationally grounded, solution-level expertise into conversations with provider executives and senior leaders. Engage through industry forums, events, and targeted roundtables. Pipeline creation requires connecting ServiceNow's platform capabilities to the priorities that matter most to health system leaders: margin, workforce, operational throughput, and digital infrastructure. This role earns trust with senior buyers through command of the solution landscape and how it moves the metrics executives are accountable for. Pipeline created and influenced by this role is measured through in-quarter NNACV.

• Sales Oriented Pipeline Progression

Partner with account executives and their teams to progress pipeline by infusing industry expertise into account strategy, forming relationships with key buying center executives, and helping shorten deal lifecycles by highlighting business value and competitive differentiators. This role functions as a door opener, relationship keeper, and trusted advisor. It stays actively engaged through technical win, with a particular focus on accounts where senior stakeholder relationships or strategic complexity require an objective, practitioner-level voice in the room. After technical win, the account team leads and this role re-engages on an as-needed basis.

• Clinical Knowledge Applied to the Platform

A core expectation of this role is the ability to take clinical and operational knowledge and apply it directly to ServiceNow's platform. Not just describe the problem space, but work with solution consultants, product teams, and partners to frame and articulate how the platform solves the problem at the workflow level. This role provides the business oversight and strategic context for demonstrations and proof of concept work, connecting clinical and operational priorities to what is being shown in the platform. Building and running demos is Solution Consultant territory. This individual ensures the business case and clinical logic behind the demo is airtight and lands with the executive audience. That depth is what makes the customer-facing work credible.

• Solution Ideation and Product Strategy Alignment

Partner with ServiceNow's product teams and key technology partners to inform and shape the product and solution vision for the provider segment. This is not passive input. This Senior Director will bring direct market signals, executive buyer feedback, and deal-level patterns into product conversations to guide roadmap prioritization, use case validation, and partner co-development decisions. This role is particularly focused on net new products and solutions where no off-the-shelf play exists yet. The goal is a tighter feedback loop between what health systems need, what the field is selling, and what gets built. This individual is a named stakeholder in that process, not a bystander to it.

• Partner Development and Execution

Own the provider-specific partner GTM motion with a focused set of strategic SIs, advisory firms, and technology ecosystem partners. Priority partners include large GSIs and management consulting firms with established provider practices, as well as technology partners whose platforms intersect with ServiceNow in the health system environment. This role owns the co-build and co-sell relationship at the solution and GTM strategy level, not just the referral. It does not own partner program management, deal registration, tier compliance, or ISV commercial and certification relationships. Those sit with partner-aligned roles. This Senior Director is focused on a select set of strategic partners where joint solutions directly advance provider segment pipeline and close enterprise-level deals.

• Industry Play Development and Scalable GTM Motions

Define and develop repeatable, insight-driven industry sales plays that translate Healthcare Provider market dynamics into executable field motions. This requires synthesizing signals across multiple inputs: emerging industry themes, executive voice of customer, deal-level win/loss patterns, and the full breadth of ServiceNow's vertical and horizontal product portfolio. A core output of this work is field-ready content: plays, positioning, use case narratives, and competitive tools that sellers can run without GTM in the room. Scalability is the goal. If the play requires this Senior Director to be present to work, it is not yet finished.

• Analyze, Drive, and Report on the Business

Analyze the global and regional business to understand trends, opportunities, needs, and movement against goals. The primary success metric for this role is in-quarter NNACV: pipeline created directly and pipeline influenced across priority accounts. Use business analysis to identify where concentrated effort will move the number, and use that to shape priorities, change behaviors, and reinforce high-yield actions across the field.

Qualifications

• 10+ years of experience at the intersection of healthcare provider operations and enterprise technology, with a track record of translating sector knowledge into commercial outcomes. The ideal background combines provider-side credibility (health system leadership, operations, strategy, or clinical informatics) with meaningful enterprise technology experience (GTM, solution advisory, consulting, or business development). Strong candidates may come from large SIs or management consulting firms with deep provider practices, from health system technology or strategy leadership roles, or from enterprise software companies serving the provider market in a non-purely-sales capacity. A pure clinical background without prior enterprise technology exposure is not the target profile for this role. Deep knowledge of operational workflows, buying dynamics, and technology priorities across acute care, ambulatory, and post-acute care delivery models is required.
• Demonstrated ability to apply clinical and operational knowledge directly to enterprise platform capabilities, including framing business strategy and clinical logic for platform demonstrations and proof of concept work. This role does not build demos, but owns the business case and clinical credibility behind them.
• Strong familiarity with the healthcare technology ecosystem spanning clinical systems (EHR/EMR platforms such as Epic, Oracle Health, and Meditech; clinical decision support; ambient documentation), financial systems (ERP, revenue cycle management, claims processing, cost accounting), and operational systems (workforce management, supply chain, facilities, credentialing, and patient access), including how these systems integrate and where enterprise platforms like ServiceNow create value across and between them.
• Strong understanding of regulatory compliance frameworks and their operational implications for Healthcare Provider organizations, including but not limited to: HIPAA/HITECH, 21st Century Cures Act, CMS Conditions of Participation and Value-Based Care program requirements, The Joint Commission and DNV accreditation standards, FDA regulations governing SaMD, HITRUST CSF and SOC 2, and emerging AI governance guidance from HHS and ONC relevant to clinical and operational decision support.
• Established industry presence within the Healthcare Provider sector, including active participation in industry events, associations, and thought leadership forums.
• 5+ years of enterprise platform software experience in a GTM, solution advisory, business consulting, or business development capacity focused on Healthcare Provider organizations. Direct quota-carrying sales experience is not required. What is required is a demonstrated ability to develop repeatable sales plays, build field-ready enablement assets, and guide complex, multi-stakeholder deals from industry narrative through commercial close. Candidates with experience structuring co-sell motions with SIs or technology partners in the provider space are strongly preferred.
• Experience influencing product roadmap or solution strategy in collaboration with product teams or technology partners, particularly in a healthcare context, including shaping net new solutions where established plays do not yet exist.
• Ability to travel up to 40% of the time.

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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