Senior Manager, Deal Desk Operations - APAC

Manufacturing & OperationsCustomer Service and SupportFull-timeposted 5w ago

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Position Overview

ServiceNow seeks an experienced Senior Manager to lead the combined Services and Subscription Deal Desk operations across the Asia Pacific region. This critical role bridges commercial operations, deal management, and strategic partnerships to enable large enterprise transactions and accelerate deal velocity. The successful candidate will drive operational excellence, manage complex deal scenarios, and partner closely with sales leadership and regional teams.

Key Responsibilities

Own complex Services and Subscription transaction management across APAC, ensuring deals are structured correctly, terms are clearly defined, and execution timelines are met
Oversee deal desk operations end-to-end: qualification, structuring, margin analysis, approval workflows, and documentation for enterprise agreements
Drive deal velocity and customer value realization by providing strategic guidance on deal packaging, commercial terms, and bundled offerings
Partner with sales leadership on high-stakes negotiations—pricing strategies, payment terms, scope trade-offs, and risk mitigation
Manage Services Deal Desk functions: engagement models, statement of work (SOW) definition, resource planning, and professional services delivery alignment
Manage Subscription Deal Desk functions: licensing structures, metering models, usage-based consumption scenarios, and term flexibility
Build and maintain deal desk playbooks, approval matrices, and escalation procedures; ensure consistent application across the region
Analyze deal trends, margin patterns, and commercial performance; provide actionable insights to regional leadership and CFO-level stakeholders
Collaborate with legal, finance, and compliance teams on contract language, regulatory requirements, and risk governance
Represent APAC deal desk interests in projects, programs and cross-functional initiatives; champion process improvements and tool enablement

Qualifications

Required Qualifications

12+ years of experience in deal management, commercial operations, or sales operations roles, with demonstrated progression to senior/management level
Deep expertise in both Services and Subscription commercial models; experience with usage-based pricing, metering, and flexible licensing arrangements
Strong understanding of large enterprise deal dynamics, including multi-product bundles, long-term contracts, and complex negotiations
Advanced proficiency in financial analysis: deal margin modeling, NPV calculations, and commercial impact assessment
Excellent stakeholder management skills; ability to influence sales leadership, C-suite finance, and cross-functional partners
Experience in the software/SaaS industry, with familiarity with enterprise sales cycles and licensing models
APAC regional experience preferred; familiarity with market dynamics, regulatory environments, and localization requirements across major APAC markets

Preferred Qualifications

Experience at ServiceNow or similar enterprise platform vendors (Salesforce, Oracle, SAP, Microsoft)
Exposure to AI Native pricing models, consumption-based packaging, or modern software licensing strategies
Experience with deal desk tools (Looker, Salesforce, custom analytics platforms) and process automation
Track record of process optimization; implemented deal desk workflows, templates, or approval automations that drove measurable improvements
Familiarity with partner-enabled deal structures (reseller, co-sell, hyperscaler, managed service providers)

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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.