Senior Director, Strategic Customer Transformation

Role Purpose

The Senior Director Customer Transformation will work with select strategic customers in AMS to drive time to value from their ServiceNow investments. You will collaborate with key CEG stakeholders on the ground and across the company to help organize and orchestrate the resources and activities to drive world class operational rigor transformation maturity and customer intimacy required at these strategic customers.

This role combines strategic leadership with customer impact across three broad areas:

Strategic Customer Engagement

Serve as the executive point of contact and trusted advisor to the most strategic accounts partnering directly with C-suite leaders to align transformation objectives to measurable business outcomes.

Guide customers in realizing the full potential of the ServiceNow platform connecting technology investment to quantifiable enterprise results.

Governance Value Realization and Growth

Establish executive governance structures (steering committees QBRs etc.) that ensure accountability transparency and alignment at every stage of the customer lifecycle.

Proactively identify risks to customer health and value realization; engage internal experts to resolve issues before escalation; activate proactive investment (defensive and offensive) as part of the broader customer relationship.

Measure and communicate transformation success through a consistent outcome-based framework that drives retention expansion and advocacy.

Cross-Functional Leadership

Lead through influencealigning dotted-line and matrixed teams across Delivery Support Success Product Sales and Partners to drive unified outcomes.

Bridge strategy and execution ensuring that customer insights are captured and translated into product and go-to-market innovation.

Job Responsibilities

Translate ServiceNow capabilities into clear narratives aligned with the customers strategic priorities while defining shared transformation goals and adoption roadmaps that support business expansion and operational objectives.

Orchestrate a unified approach to deliver on the transformation at our most strategic customers across CEG and other teams (Impact Expert Services Now Next AI Now Next

CRM etc.) to ensure a one ServiceNow operational and organizational interface for delivery and ongoing governance.

Rightsize the delivery approach to balance across adoption time to value program risk and governance.

As needed Coach and mentor CEG team members to execute effectively across transformation programs at our most strategic customers

Influence support and provide thought leadership to the customer during times of ambiguity or conflict.

Support Business Development efforts for ongoing growth at these strategic accounts.

Qualifications :

To be successful in this role you have:

• 10 years of experience leading enterprise-scale transformation and advisory engagements.
• Proven ability to engage influence and inspire C-suite executives across complex global organizations; with exceptional executive storytelling and coalition building capabilities
• Deep understanding of digital transformation AI adoption and platform-based innovation.
• Demonstrated success leading through influence in a matrixed leadership environment.
• Proven ability to orchestrate across multiple transformation workstreams instill operational rigor in program delivery and governance incorporate relevant measures for early risk detection and mitigation.
• Creative high energy entrepreneurial spirit with comfort running initiatives and program independently within a start-up paced environment.

For positions in this location we offer a base pay of $205900 - $370600 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. 

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. 

Remote Work :

Yes

Employment Type :

Full-time