ServiceNow announces leadership changes in Asia

ServiceNow has appointed two distinguished leaders to further drive growth and customer success in Asia.

ServiceNow has announced two new senior leaders in the region as it looks to boost its presence in Asia and reinforce its commitment to customer success. Melissa Reis has been promoted to ServiceNow’s Group Vice President for Asia & Korea while Yen Yen Tan has joined ServiceNow’s Global Advisory Council.

Commenting on the announcement, Detlef Krause, President for Service Now Asia Pacific stated that the experience of both individuals will be pivotal to their growth in the region.

“With her years of expertise in driving growth and operational excellence in various leadership roles across Asia, Melissa will play a pivotal role in accelerating our success across some of our most diverse and dynamic markets. Yen Yen’s appointment will also strengthen our Global Advisory Council with her deep industry insights and expansive network, as we look towards deepening our engagements with our customers to deliver transformative solutions worldwide,” said Krause.

With over 25 years of experience in enterprise technology and business transformation, Ries (pictured above) was previously ServiceNow’s Chief Operating Officer for Asia Pacific. During her tenure in that role, she focused on driving customer success, aligning sales strategy, and expanding ServiceNow’s footprint in the region.

Prior to joining ServiceNow in 2020, Ries held senior leadership roles at TIBCO, Pivotal Inc., Skillsoft, EMC, and SAP where she led high-performing teams across multiple global markets.

“I’m truly grateful for the opportunity to step into this role during such an exciting and transformative time for ServiceNow in Asia. As businesses navigate the increasing challenges of meeting customer expectations and building loyalty, the need for seamless and intelligent workflows has never been more critical,” commented Reis on her new role.

Reis also mentioned that ServiceNow is uniquely positioned to help customers bridge the gap between their expectations and real-world outcomes, by leveraging the power of AI to enhance service capabilities at every touchpoint."

Meanwhile, as a highly respected leader in technology and corporate governance, Tan joins ServiceNow’s Global Advisory Council to bolster the company’s engagement with its customers and industry leaders to solve their biggest challenges.

Tan has over 30 years of experience across technology and telecommunications sectors. She has held leadership positions at Vodafone Group, SAS Institute, Oracle Asia Pacific, and Hewlett-Packard Singapore. Tan also serves on the boards of OCBC Bank, Jardine Cycle & Carriage Ltd, ams-OSRAM AG, and EdgeConneX Inc.

For Tan, uniting AI, data, and workflow will be key for organizational workforces to achieve long-term success. She believes that today’s landscape is becoming increasingly complex, and organizations in Asia and around the world are struggling to meet rising customer expectations.

“With its human-centric AI solutions, ServiceNow enables organizations to simplify work while still delivering customer value. I look forward to contributing to nurturing meaningful connections that empower industry leaders seeking to transform their businesses,” said Tan.

Customer expectations in the region continue to grow, as highlighted by ServiceNow in its recently launched 2025 Singapore Customer Experience Report. The report stated that people in Singapore have waited on hold for 40 million hours collectively, a 33% increase over the previous year.

With both Reis and Tan based in Singapore, customers can look forward to having improved customer service as both leaders will be striving to enhance customer experiences both in Singapore and regionally.

Interestingly, the survey also revealed that disjointed systems and inefficient processes are to blame for the gap in customer service and expectations. While AI can help, bridging the gap will require more than new technology as organizations must unify systems around an integrated platform to help ensure both AI and human agents work together on customer issues quickly, seamlessly, and satisfactorily.