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.
Job Description
As a Contracts Manager you will enable sales growth, customer satisfaction, and product capabilities by guiding our Product Management, Development, Support, Security, and Cloud Operations organizations in aligning our operational policies, commercial contract terms, and industry and regulatory trajectory. You will work with those teams to bring innovative products and programs to market by ensuring we have the appropriate agreements, as well as the appropriate and internal policies and processes, in-place to drive adoption at scale.
This role will primarily cover our EMEA region and will also assist with other regions as needed; which, depending on the candidate’s location, may entail attending phone or video meetings outside of standard work hours.

WHAT YOU GET TO DO IN THIS ROLE:

• Ensure alignment of products and programs with customer contracts, external regulations, and internal policies.
• Support the sales process by, answering questions, and participating in discussions on operational topics with internal business teams and/or customers.
• Participate in the development of operational policies to assure alignment with our commercial contracts.
• Anticipate and answer customer questions about the use of ServiceNow products. This would entail preparing written explanations, including FAQs and Sales talking points; being integrated with engineering, security, privacy, and product development to identify evolving issues and potential concerns; participating in customer discussions; ensuring alignment of ServiceNow contractual forms are consistent with operational framework.
  Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Has meaningful experience in Enterprise SaaS industry – ideally in Operations, Support and/or Contract Management. The ability to understand and align contract language; regulatory compliance (particularly privacy regulations) and operational practices is key.
• 3+ years of experience in a contracts or commercial legal roles; software/SaaS experience is an advantage
• Experience supporting products and answering questions about compliance with regulations and customer’s internal policies for data security, privacy and anti-bias.
• Leads: Authoritatively engage with our internal teams, customers, and partners to explain our policies, answer operational questions, and source additional expertise as needed.
• Executes: Partner with many functions to drive programs and close issues across competing priorities.
• Provides Insight: Extract, analyze, report, and make recommendations based on data using ServiceNow tools and Excel.
• Collaborates: Use your positive energy and excellent communication skills to maintain teamwork within our organization and drive successful outcomes cross-functionally with our business partners.
  Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
  Additional Information