Director of Business Strategy Management

ServiceNow • Santa Clara, CA

8h • Remote

About The Position

ServiceNow’s 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, you’ll 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. You’ll frame the problem, build the plan, run the workstream, and drive it to execution — often managing through influence across senior stakeholders who don’t report to you.
You’ll 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.

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.
• 8+ years in strategy, management consulting, business transformation, or corporate development roles. You’ve 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 don’t 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 who’s already integrating these tools into how you operate.

Nice To Haves

• 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.

Responsibilities

• Lead Strategic Initiatives End-to-End
• Own one or more of CEG’s 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. You’re 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 CEG’s 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 we’re 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees