Director, Business Process Management

ServiceNows Customer Excellence Group (CEG) is at the intersection of product innovation and customer outcomes. We are looking for a Director Operations to be the operational backbone of our CEG Product Development & Innovation function a senior leader who builds and runs the systems rhythms and structures that allow our teams to move fast make great decisions and deliver at scale.

This is not a supporting role. As Director of Operations you will own the operating model for the function lead a team of operations professionals and serve as a strategic partner to the CEG Product Development & Innovation leadership team. You will translate ambiguity into action complexity into clarity and strategy into execution.

CEG Product Development & Innovation is central to ServiceNows mission to make the world work better for everyone. This function shapes how we bring products to life how we drive innovation at scale and how we deliver value to our customers. The Director Operations will have direct influence over how this function works what it prioritizes and how effectively it executes. If you love building the operating system that powers great teams and you want to do it at a company where the stakes are high and the opportunity is real this is the role for you.

What Youll Do

Build and Lead the Operations Function

• Lead and develop a team of operations professionals embedded across CEG Product Development & Innovation
• Define and own the operating model for the function including team rhythms governance planning cadences and decision-making frameworks
• Set the standard for operational excellence creating scalable processes that enable speed without bureaucracy
• Serve as a key advisor and thought partner to the GVP CEG Product Development & Innovation and the broader leadership team

Drive Planning and Execution Rigor

• Own the quarterly and annual planning cycles for the function ensuring alignment with company strategy and cross-functional priorities
• Establish and manage OKR frameworks KPIs and performance dashboards that give leadership real-time visibility into progress and risks
• Track and manage strategic initiatives from ideation through delivery identifying blockers and driving resolution
• Facilitate key leadership meetings offsites and strategic reviews preparing materials driving agendas and ensuring decisions are documented and actioned

Enable Cross-Functional Alignment

• Act as the connective tissue between CEG Product Development & Innovation and cross-functional partners including Engineering Design Sales Finance and HR
• Build and maintain strong working relationships across the broader ServiceNow organization to ensure the function has what it needs to deliver
• Drive communication strategies that keep the team aligned and leadership informed from exec summaries to all-hands content
• Represent the function in company-wide operational forums and planning processes

Lead Strategic Initiatives

• Identify organizational and operational gaps and proactively design solutions before they become problems
• Lead special projects and transformation initiatives on behalf of the SVP/VP from scoping through execution
• Develop business cases and recommendations on resource allocation organizational design and investment priorities
• Help translate the functions vision into compelling narratives for senior leadership and the board

Qualifications :

What Were Looking For

Experience

• 10 years of experience in operations strategy chief of staff or management consulting roles with at least 3 years in a people leadership capacity
• Proven track record supporting senior leaders in large complex matrixed technology organizations
• Deep experience running operational planning cycles (annual planning quarterly reviews OKRs) at scale
• Background working closely with product engineering or innovation functions is strongly preferred
• Experience at a high-growth enterprise SaaS company is a strong plus

Skills & Capabilities

• Exceptional systems thinking you see the whole board identify root causes and design solutions that scale
• Strong executive presence with the ability to influence without authority across all levels of the organization
• Outstanding written and verbal communication; you distill complexity into clarity for any audience
• Highly structured approach to problem solving with a bias toward action and execution
• Data-fluent comfortable defining metrics building dashboards and making data-driven recommendations
• Ability to context-switch rapidly and manage multiple high-priority workstreams simultaneously

Leadership

• A people leader who develops and elevates their team not just manages them
• Operates with high integrity and earns trust quickly across the organization
• Thrives in ambiguity and brings calm structure and momentum to fast-moving environments
• Genuinely curious about how products are built and how innovation happens at scale
• Deeply motivated by enabling others you get satisfaction from building the infrastructure that makes great teams great

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