Director, Strategic Initiatives
About The Position
ServiceNow’s Customer Excellence Group (CEG) is undergoing a significant transformation to adapt to an AI-native world. This role is central to that transformation, focusing on driving high-priority programs within the post-sale organization. The Director of CEG Strategic Initiatives will be responsible for framing problems, developing plans, executing workstreams, and influencing senior stakeholders. The role involves work across commercial model design, operating model transformation, and delivery model optimization. The team is described as small, fast, and high-trust, with highly visible work impacting the scaling of ServiceNow's customer-facing organization.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 8+ years in strategy, management consulting, business transformation, or corporate development roles.
- Proven ability to run cross-functional programs with senior stakeholder complexity.
- Demonstrated ability to structure ambiguous problems and drive them to resolution.
- Strong financial and operational modeling skills.
- Executive communication skills, including writing concise one-pagers and presenting to senior leadership.
- Experience managing through influence in matrixed organizations.
- Comfort with AI tools as part of your workflow for analysis, content development, and decision support.
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, including commercial model, delivery model, operating model, or renewals transformation. Build the business case, design the solution, align stakeholders, and drive implementation.
- 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 analytical models for headcount planning, insource/outsource economics, service delivery tiering, and AI efficiency overlays. Develop strategy narratives and board-ready materials for executive audiences.
- Drive Cross-Functional Alignment: Act as a liaison between CEG leadership, geo leaders, Finance, Product, and field teams. Translate strategic intent into operational reality. Navigate complex stakeholder dynamics and manage through influence.
- Manage up, across, and into partner organizations (consulting firms, outsourcing partners). Serve as the quality-control layer on programs, protecting program integrity without slowing momentum.
- Build for Scale: Design frameworks, playbooks, and operating cadences that outlast individual initiatives. Productize how CEG runs transformation. Stand up reporting and decision-support infrastructure, including OKR cascades, initiative dashboards, and executive briefing cadences. Identify and champion “no-regrets bets”.
Benefits
- Flexible work personas (flexible, remote, or required in office)
- Equal Opportunity Employer policies
- Consideration for accommodations during the application process
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
