Director, Strategic Initiatives

ServiceNows Customer Excellence Group (CEG) is in the middle of a fundamental transformation redesigning how we deliver customer outcomes in an AI-native world. This role sits at the center of that work.

As Director of CEG Strategic Initiatives youll own and drive the highest-priority transformation programs across our post-sale organization. This is not a strategy role that stops at the slide deck. Youll frame the problem build the plan run the workstream and drive it to execution often managing through influence across senior stakeholders who dont report to you.

Youll work across commercial model design operating model transformation and delivery model optimization the kind of work where getting the framing right matters as much as getting the execution right. The team is small fast and high-trust. The work is visible at the SVP level and has direct impact on how ServiceNow scales its customer-facing organization.

What you get to do in this role:

Lead Strategic Initiatives End-to-End

• Own one or more of CEGs top transformation workstreams from problem framing through execution commercial model delivery model operating model or renewals transformation.
• Build the business case design the solution align stakeholders and drive implementation. Youre not handing off to a delivery team you are the delivery team.
• Manage initiative governance: milestones decision points dependencies and escalation paths. Keep complex programs on track when multiple senior leaders have competing priorities.

Shape CEG Strategy

• Translate ambiguous executive direction into structured strategic options with clear tradeoffs and recommendations.
• Build and maintain the analytical models that underpin major decisions: headcount planning insource/outsource economics service delivery tiering AI efficiency overlays.
• Develop strategy narratives and board-ready materials that frame CEGs transformation story for SVP and C-level audiences.

Drive Cross-Functional Alignment

• Operate as the connective tissue between CEG leadership geo leaders Finance Product and field teams. Translate between strategic intent and operational reality.
• Navigate complex stakeholder dynamics where formal authority is limited and influence is everything. Manage up across and into partner organizations (consulting firms outsourcing partners).
• Serve as the quality-control layer on programs where the temptation is to announce before were ready. Protect program integrity without slowing momentum.

Build for Scale

• Design frameworks playbooks and operating cadences that outlast any single initiative. The goal is to productize how CEG runs transformation not just run one project at a time.
• Stand up reporting and decision-support infrastructure: OKR cascades initiative dashboards executive briefing cadences.
• Identify and champion no-regrets bets moves we should make regardless of which strategic direction we ultimately choose.

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 AIs potential impact on the function or industry.
• 8 years in strategy management consulting business transformation or corporate development roles. Youve run cross-functional programs with senior stakeholder complexity not just contributed to them.
• Demonstrated ability to structure ambiguous problems and drive them to resolution. Comfortable building the plane while flying it.
• Strong financial and operational modeling skills. You can build the headcount model stress-test the assumptions and present the recommendation in the same meeting.
• Executive communication skills you can write a tight one-pager present to an SVP and draft a stakeholder email that lands all in the same day.
• Experience managing through influence in matrixed organizations. You know how to align people who dont report to you and hold the line when things get political.
• Comfort with AI tools as part of your workflow. We use AI extensively in how we work for analysis content development and decision support. You should be someone whos already integrating these tools into how you operate.

Preferred:

• Experience in enterprise SaaS customer success or professional services transformation.
• Background in M&A integration large-scale org design or operating model transformation.
• Familiarity with outsourcing strategy shared services design or global delivery model optimization.
• Experience with zero-based planning headcount optimization or cost transformation programs.

What This Role Is Not:

• This is not a traditional strategy role where you build decks and hand them to someone else to execute. Its not a PMO role tracking other peoples workstreams. And its not an analytics role building dashboards in a support function. This is a leadership role where you own outcomes operate with significant autonomy and are accountable for moving the business forward on programs that matter.

FD21

For positions in this location we offer a base pay of $192400 - $336700 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. 

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Remote Work :

No

Employment Type :

Full-time