VP, CEG Strategic Operations, Central Pillar

ServiceNow•Santa Clara, CA

24d

About The Position

The VP, Central Strategic Operations is the strategic and operational engine for the Customer Excellence Group. This leader will define and drive the global strategic agenda, operating model, and performance management framework for Customer Success, Expert Services, and Renewals. They will own the mechanisms, insights, and transformation initiatives that enable CEG to execute with clarity, speed, and scale as the company transforms into an AI-native enterprise and grows toward a $20B+ business. This executive will partner closely with the CEG Senior Leadership Team and cross-functional executives across Product, Sales, Marketing, Finance, and Operations to create a unified global strategy and plan, drive alignment, and operationalize CEG’s most important priorities. They will serve as a key thought partner to the extended leadership team, driving strategic thinking, business planning, and organizational evolution. They will lead a high-performing team responsible for strategy development, annual planning, global analytics, business transformation and change management — shaping how Customer Excellence raises the bar and operates worldwide.

Requirements

Proven leadership across both strategy and operations driving large-scale transformation within a global technology or SaaS organization.
Demonstrated success building and scaling strategic and operational capabilities.
Strong track record of collaborating and partnering with senior executives to shape strategy, design business plans, and drive alignment across complex organizations.
Experience operating in highly matrixed global environments and influencing without authority.
Background in management consulting, corporate strategy, GTM Strategy/Ops, or related strategic roles is strongly preferred.
15+ years of experience in Strategy and Ops, or related leadership roles (or 10+ years post-MBA).
Exceptional leadership skills with a track record of building and developing high-performing, diverse teams.
Strong financial acumen with the ability to connect strategy to execution
Highly collaborative with excellent interpersonal and influence skills; thrives in global, matrixed environments.
Outstanding communication skills — written, verbal, and executive storytelling — with the ability to distill complexity for senior audiences.
Exceptional change management skills with experience driving adoption of new mechanisms, cultural evolution, and organizational alignment at scale.
Ability to operate with agility in a fast-paced, high-growth environment.
Open to travel and frequent collaboration with global leaders in various timezones.

Nice To Haves

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.
Ability to embed AI and automation into operating models and ways of working.

Responsibilities

Define and drive the global CEG strategy, operating model, and multi-year planning agenda in close partnership with the CEG leadership team.
Serve as a key strategic partner to CEG executives, shaping the future of Customer Excellence in an AI-native world and driving incremental transformative progress on initiatives that matter most.
Lead the global operating rhythm, including business reviews, scorecards, KPIs, forecasting processes, and strategic alignment mechanisms.
Partner cross-functionally- both with CEG Geo teams and Product, Sales, Marketing, Finance and HR to build integrated plans, improve end-to-end processes, and identify opportunities for synergy and coordination.
Oversee global analytics and forecasting to provide insight into performance and drive decision-making
Lead CEG transformation programs, creating mechanisms that institutionalize scale, consistency, and disciplined execution across a highly matrixed global organization.
Build and lead a high-performing global team, fostering a culture of accountability, inclusivity, and high standards.
Drive the integration of AI and automation into CEG operating mechanisms, planning processes, and decision-making frameworks.
Partner closely with Finance to lead CEG-wide annual planning, budgeting, and investment planning, ensuring alignment to strategic priorities and financial goals.
Serve as a key contributor to executive narratives, including business reviews, CEO/ELT updates, and board materials.
Champion organizational change management and governance to ensure new strategies and operating models adopted globally.
Champion a culture where people are empowered to lead, innovate, and make customer-centered decisions that drive meaningful business outcomes.

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

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