Director, Strategic Programs & Business Operations

Role Overview

You will drive HRSDs most critical cross-functional priorities and strategic initiatives operating at the intersection of strategy and execution and setting the standard for how high-impact programs are designed governed and run at scale. You identify prioritize and accelerate programs of the highest complexity with quantifiable impact on revenue market position and competitive advantage. You operate as an AI-native program manager and strategic operator who thinks deeply but loves getting into details. This is an individual contributor role with full strategic authority and accountability for outcomes.

What You Get to Do in This Role

Strategic Program Ownership

• Drive large-scale high-visibility cross-functional strategic initiatives for HRSD.
• Identify prioritize and accelerate programs of the highest complexity with quantifiable impact on revenue market position and competitive advantage.
• Translate business objectives into execution strategy both tactical and strategic and take full ownership of technical project planning and delivery from conception through transition to operations.

Strategic Planning & Program Design

• Organize complex ambiguous problems into prioritized milestones deliverables dependencies and success criteria.
• Design programs to deliver specific strategic outcomes and drive relentless accountability against them.
• Establish business rhythm and operating cadences (QBRs monthly forums weekly alignment) that connect strategy to execution.
• Set the standard for how high-impact programs are designed and governed at scale.

Governance & Leadership

• Establish governance frameworks and lead executive-level meetings and cross-functional events.
• Serve as the go-to source of leadership transparency and visibility clearly communicating objectives status risks and results while ensuring surgical execution and handoffs across workstreams.
• Ensure robust processes for managing risk change resources and financials.

Cross-Functional Orchestration

• Develop trusted relationships with key stakeholders technology leaders and functional heads to drive focus on strategic program objectives and optimize program delivery.
• Facilitate strategic alignment across product engineering design research marketing and GTM.
• Identify and resolve cross-functional dependencies before they become blockers.
• Hold resources accountable for their responsibilities within programs.

AI-Native Program Management

• Operate as an AI-native program manager.
• Use AI to synthesize intelligence across workstreams surface risk signals early ensure data informs decision-making draft and tailor communications at speed direct AI agents and provide leadership with actionable forward-looking intelligence.
• Develop software-based or AI-driven solutions to replace repeatable operational tasks.
• Foster an environment of autonomy transparency and continuous improvement.

Process & Capability Building

• Develop and implement scalable processes templates and training to ensure program delivery and process adoption.
• Oversee change management efforts guiding teams through organizational transitions.
• Continuously assess organizational effectiveness and implement improvements that increase speed clarity and accountability.

Strategic Advisory

• Serve as a strategic thought partner to the GM and executive leadership.
• Prepare analysis and recommendations on key business questions.
• Help leadership think clearly about strategic choices and tradeoffs.
• Provide data-driven insights that surface blind spots and unlock opportunities.

Qualifications :

Required Qualifications

Experience

• 12 years of work experience in Technical Program Management Product Management Strategy Operations or related roles.
• Proven track record managing large-scale complex cross-functional initiatives with quantifiable business impact in high-growth or enterprise technology environments.
• Demonstrated success translating business strategy into execution plans and delivering on metrics.

Core Competencies

• High energy and disciplined execution skills. Willingness to do whatever it takes to deliver results. Ability to see the big picture while being execution-oriented and detail-focused. Strategic thinking and business acumen comfortable with P&L metrics and business strategy. Ability to conceptualize develop drive coordinate and manage large complex cross-functional programs from ambiguity through delivery.
• Effective communicator written and verbal who uses AI tools to draft refine and tailor communications. Able to convey complex ideas clearly across executive and working-level audiences at speed. Comfortable directing AI agents and iterating on outputs in ambiguous high-stakes environments.
• Strong collaboration relationship-building and influence skills. Masterful at bringing people together across functions levels and geographies without direct authority. Work independently and be highly productive with minimal oversight. Sound judgment and discretion with confidential information.
• Experience leveraging or critically thinking about how to integrate AI into work processes decision-making and problem-solvingincluding AI-powered tools workflow automation AI-driven insights and exploring AIs potential impact on program management and organizational effectiveness.

Preferred Qualifications

• Experience in a startup or rapidly growing company.
• Strong financial acumen and experience with budget management.
• Proficiency with data analysis and business intelligence tools.
• MBA or equivalent advanced degree.
• Experience designing and scaling operating models.
• Expertise in the enterprise software/SaaS industry.

How Success is Measured

• Strategic initiatives deliver on time on budget with measurable business impact on revenue market position and competitive advantage.
• Business rhythm is crisp and predictable. Meetings are efficient decisions are clear accountability is tracked. Organization operates at velocity.
• Cross-functional teams are aligned and coordinated. Dependencies are managed proactively. The organization moves as one.
• Leadership has visibility into program health business metrics and risks. Data and intelligence inform fast decision-making.
• HRSD organizational effectiveness speed of execution and market competitiveness improve measurably.

For positions in this location we offer a base pay of $221200 - $387100 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 religion sex sexual orientation national origin age disability gender identity  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