ServiceNow

Director, Strategic Initiatives

ServiceNow • $130K — $180K *
US-AnywhereRemote in Dallas, TX
Business Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Experience integrating AI into workflows or decision-making processes.
  • 8+ years in strategy, business transformation, or consulting with a focus on cross-functional program management.
  • Ability to structure problems and drive resolutions in ambiguous situations.
  • Strong financial modeling skills for operational and headcount analysis.
  • Exceptional executive communication skills, both written and verbal.
  • Experience influencing and managing stakeholders in a matrixed organization.
  • Comfortable using AI tools for analysis and decision support.

Responsibilities

  • Own transformation workstreams from inception to execution, driving them through to completion.
  • Build business cases, design solutions, and align stakeholders to implement initiatives.
  • Manage initiative governance, ensuring programs remain on track amidst competing priorities.
  • Translate executive direction into actionable strategic options with clear recommendations.
  • Maintain analytical models for major decisions, supporting CEG strategy development.
  • Facilitate alignment across cross-functional teams, balancing strategic and operational priorities.
  • Design sustainable frameworks and tools that enhance CEG's transformation processes.

Benefits

  • Flexible work arrangements with trust-based work personas.
  • Opportunity to lead significant transformation initiatives with high visibility.
  • Autonomy in decision-making processes to drive business outcomes.
  • Access to cutting-edge AI tools for comprehensive analysis and decision-making.
  • Engagement with senior leadership, including SVPs and C-level executives.
Full Job Description
Job Description

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.

What you get to do in this role:

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.


Qualifications

To be successful in this role you have:
  • 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.

Preferred:
  • 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.

What This Role Is Not:
  • This is not a traditional strategy role where you build decks and hand them to someone else to execute. It's not a PMO role tracking other people's workstreams. And it's not an analytics role building dashboards in a support function. This is a leadership role where you own outcomes, operate with significant autonomy, and are accountable for moving the business forward on programs that matter.


Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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