Director of Business Strategy Management

ServiceNow•Santa Clara, CA

About The Position

The Customer Excellence Group (CEG) Strategy, Planning, and Operations (SPO) team at ServiceNow acts as the strategic engine for customer-facing teams. They drive cross-functional initiatives to improve execution, manage analytics and insights to guide leadership decisions, and optimize operational performance, growth, and retention. Our team is responsible for bridging the gap between high-level business strategy and the daily execution of customer success and services teams, often working on global or regional . What you get to do in this role: Partner with VP, Industry Solutions to build and drive effective solution strategy Own a seat at the table with the Industry Executive Team and GMs Structure complex problems with clear recommendations and data driven assumptions Build key presentations that inform or accelerate decision making Drive monthly operating cadence – tracking key metrics, business health, learnings Support annual planning (budgeting) process to help prioritize investments across industries Be a 1:Many point of leverage for non-Industry stakeholders to engage with Industries Create scalable market trends and sizing models and data sources Drive additional key projects (e.g. M&A, Persona Library, etc.)

Requirements

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 AI's potential impact on the function or industry.
Analytics & Modeling: Building financial/operational models (Excel, SQL) and dashboards for KPIs, forecasting, and scenario planning.
Strategic Initiatives: Identifying trends, risks, and growth opportunities within post-sale performance to inform investment decisions.
Operational Execution: Driving QBR (Quarterly Business Review) cadences, managing headcount planning, and budgeting.
Enablement: Developing strategies to support customer-facing roles, including onboarding, skills training, and learner adoption programs.
Cross-functional Collaboration: Partnering with Sales, Product, Marketing, and Finance to ensure alignment on business priorities and operational excellence.
AI Integration: Utilizing AI-powered analytics to improve workflow automation and insights for leadership.
Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions
Experience in building trusting relationships and influencing others (incl. executive audiences)
Strong people development and leadership skills; able to manage multiple extended or virtual teams
Collaborative team player who is also an independent thinker
Self-starter who thrives and can multitask in fast-paced and often ambiguous environments
Expertise in the enterprise software/ SaaS industry a plus

Responsibilities

Partner with VP, Industry Solutions to build and drive effective solution strategy
Own a seat at the table with the Industry Executive Team and GMs
Structure complex problems with clear recommendations and data driven assumptions
Build key presentations that inform or accelerate decision making
Drive monthly operating cadence – tracking key metrics, business health, learnings
Support annual planning (budgeting) process to help prioritize investments across industries
Be a 1:Many point of leverage for non-Industry stakeholders to engage with Industries
Create scalable market trends and sizing models and data sources
Drive additional key projects (e.g. M&A, Persona Library, etc.)