Director, Role & Org Excellence Customer Excellence Group

The Role 

This is a strategic leadership opportunity to shape and scale the operating model for ServiceNows Customer Excellence Group (CEG). You will own the design and evolution of role mandates competency frameworks collaboration models and organizational design principles ensuring adoption and alignment across CEG through Role Communities. Partnering closely with CEG leadership and cross-functional teams across HR and Learning & Development you will serve as the organizations lead strategist for organizational design and oversee the Org Design Board governance process. 

Success in this role requires operating at three levels: strategictranslating business priorities into scalable role architecture; systemicoptimizing cross-functional interactions and dependencies; and operationalturning design concepts into practical actionable frameworks. 

You will balance stability and transformation stewarding existing models while evolving organizational structures and role mandates to meet changing business needs. Exceptional executive presence influence and stakeholder management skills are essential as you will drive alignment and decision-making across all levels of the organization without formal authority. 

Responsibilities:

• Own role mandates and design architecturedefine and maintain clear role definitions scope and accountability across CEG.  
• Evolve the collaboration modeldefine how roles interact manage interdependencies resolve friction points and act as a thought partner to transformation initiatives.  
• Maintain the org design blueprint and lead the Org Design Boardensure organizational design principles remain current consistent and effectively governed.  
• Champion role communitiesestablish scalable community models enable community leadership and leverage insights to continuously improve organizational effectiveness.  
• Partner on transformation initiativesserve as an organizational design SME and thought partner to ensure clarity alignment and effective execution.  
• Build stakeholder alignmentpartner with Geo Leads Business Managers HR and Change Champions to drive adoption of organizational design decisions. 

Qualifications :

To be successful in this role you have:

• Proven expertise in organizational design role architecture operating model development and organizational effectiveness within large complex organizations.  
• Familiarity with ServiceNows platform products and Customer Excellence operating model. 
• Experience building and scaling role communities communities of practice or capability networks.  

Preferred Qualifications 

• Experience in Chief of Staff Strategic Operations Organizational Effectiveness or similar roles.  
• 12 years of experience in organizational design strategic operations management consulting business transformation or related leadership roles within a global technology or SaaS environment.  
• Knowledge of Customer Success customer-facing operations or post-sales business models.  
• Exceptional executive presence communication and stakeholder management skills.  
• Experience leading enterprise-wide organizational transformation governance and change initiatives.  
• Strong systems-thinking and problem-solving skills with the ability to simplify complexity into clear actionable solutions.  
• Demonstrated success influencing senior leaders and driving alignment across global matrixed organizations without formal authority.  
• Experience translating business strategy into scalable organizational structures role mandates competency frameworks or workforce capability models.
• Right to work in the Country you have applied to  

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 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 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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Remote Work :

No

Employment Type :

Full-time