Senior Director, Strategic Customer Transformation

ServiceNow•Santa Clara, CA

About The Position

Role Purpose The Senior Director, Customer Transformation will work with select strategic customers in AMS to drive time to value from their ServiceNow investments. You will collaborate with key CEG stakeholders on the ground and across the company, to help organize and orchestrate the resources and activities to drive world class operational rigor, transformation maturity, and customer intimacy required at these strategic customers. This role combines strategic leadership with customer impact across three broad areas: Strategic Customer Engagement · Serve as the executive point of contact and trusted advisor to the most strategic accounts, partnering directly with C-suite leaders to align transformation objectives to measurable business outcomes. · Guide customers in realizing the full potential of the ServiceNow platform, connecting technology investment to quantifiable enterprise results. Governance, Value Realization, and Growth · Establish executive governance structures (steering committees, QBRs, etc.) that ensure accountability, transparency, and alignment at every stage of the customer lifecycle. · Proactively identify risks to customer health and value realization; engage internal experts to resolve issues before escalation; activate proactive investment (defensive and offensive) as part of the broader customer relationship. · Measure and communicate transformation success through a consistent, outcome-based framework that drives retention, expansion, and advocacy. Cross-Functional Leadership · Lead through influence—aligning dotted-line and matrixed teams across Delivery, Support, Success, Product, Sales, and Partners to drive unified outcomes. · Bridge strategy and execution, ensuring that customer insights are captured and translated into product and go-to-market innovation.

Requirements

10+ years of experience leading enterprise-scale transformation and advisory engagements.
Proven ability to engage, influence, and inspire C-suite executives across complex global organizations; with exceptional executive storytelling and coalition building capabilities
Deep understanding of digital transformation, AI adoption, and platform-based innovation.
Demonstrated success leading through influence in a matrixed leadership environment.
Proven ability to orchestrate across multiple transformation workstreams, instill operational rigor in program delivery and governance, incorporate relevant measures for early risk detection and mitigation.
Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a 'start-up paced' environment.

Responsibilities

Translate ServiceNow capabilities into clear narratives aligned with the customer’s strategic priorities, while defining shared transformation goals and adoption roadmaps that support business expansion and operational objectives.
Orchestrate a unified approach to deliver on the transformation at our most strategic customers – across CEG and other teams (Impact, Expert Services, Now Next AI, Now Next CRM, etc.) to ensure a one ServiceNow operational and organizational interface for delivery and ongoing governance.
Rightsize the delivery approach to balance across adoption, time to value, program risk, and governance.
As needed – Coach and mentor CEG team members to execute effectively across transformation programs at our most strategic customers
Influence, support and provide thought leadership to the customer during times of ambiguity or conflict.
Support Business Development efforts for ongoing growth at these strategic accounts.