ServiceNow

Director, Strategic Programs & Business Operations

ServiceNow • $221K — $387K *
Mountain View, CA 94040In-Person
Business Services
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 12+ years of experience in Technical Program Management, Product Management, Strategy, Operations, or similar roles.
  • Expertise in managing complex, large-scale cross-functional initiatives resulting in measurable business outcomes.
  • Strong capability in translating business strategies into effective execution plans.
  • High energy with a disciplined, results-oriented approach and ability to focus on both strategic vision and execution details.
  • Proficient communicator who effectively utilizes AI tools to enhance written and verbal communications.

Responsibilities

  • Drive large-scale, cross-functional initiatives aligning with HRSD's strategic objectives.
  • Translate business goals into actionable strategy and oversee project planning from initiation to operational transition.
  • Design programs focusing on delivering critical strategic outcomes with clear accountability.
  • Establish governance frameworks and lead high-level executive meetings to maintain program transparency and effectiveness.
  • Build and maintain relationships with key stakeholders to ensure strategic alignment and efficient program delivery.

Benefits

  • Health plans with flexible spending accounts.
  • 401(k) Plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Matching donations and flexible time away plan.
  • Family leave programs.
Full Job Description
Job Description

Role Overview

You will drive HRSD's most critical cross-functional priorities and strategic initiatives, operating at the intersection of strategy and execution and setting the standard for how high-impact programs are designed, governed, and run at scale. You identify, prioritize, and accelerate programs of the highest complexity with quantifiable impact on revenue, market position, and competitive advantage. You operate as an AI-native program manager and strategic operator who thinks deeply but loves getting into details. This is an individual contributor role with full strategic authority and accountability for outcomes.

What You Get to Do in This Role

Strategic Program Ownership
  • Drive large-scale, high-visibility cross-functional strategic initiatives for HRSD.
  • Identify, prioritize, and accelerate programs of the highest complexity with quantifiable impact on revenue, market position, and competitive advantage.
  • Translate business objectives into execution strategy both tactical and strategic and take full ownership of technical project planning and delivery from conception through transition to operations.

Strategic Planning & Program Design
  • Organize complex, ambiguous problems into prioritized milestones, deliverables, dependencies, and success criteria.
  • Design programs to deliver specific strategic outcomes and drive relentless accountability against them.
  • Establish business rhythm and operating cadences (QBRs, monthly forums, weekly alignment) that connect strategy to execution.
  • Set the standard for how high-impact programs are designed and governed at scale.

Governance & Leadership
  • Establish governance frameworks and lead executive-level meetings and cross-functional events.
  • Serve as the go-to source of leadership, transparency, and visibility, clearly communicating objectives, status, risks, and results while ensuring surgical execution and handoffs across workstreams.
  • Ensure robust processes for managing risk, change, resources, and financials.

Cross-Functional Orchestration
  • Develop trusted relationships with key stakeholders, technology leaders, and functional heads to drive focus on strategic program objectives and optimize program delivery.
  • Facilitate strategic alignment across product, engineering, design, research, marketing, and GTM.
  • Identify and resolve cross-functional dependencies before they become blockers.
  • Hold resources accountable for their responsibilities within programs.

AI-Native Program Management
  • Operate as an AI-native program manager.
  • Use AI to synthesize intelligence across workstreams, surface risk signals early, ensure data informs decision-making, draft and tailor communications at speed, direct AI agents, and provide leadership with actionable, forward-looking intelligence.
  • Develop software-based or AI-driven solutions to replace repeatable operational tasks.
  • Foster an environment of autonomy, transparency, and continuous improvement.

Process & Capability Building
  • Develop and implement scalable processes, templates, and training to ensure program delivery and process adoption.
  • Oversee change management efforts, guiding teams through organizational transitions.
  • Continuously assess organizational effectiveness and implement improvements that increase speed, clarity, and accountability.

Strategic Advisory
  • Serve as a strategic thought partner to the GM and executive leadership.
  • Prepare analysis and recommendations on key business questions.
  • Help leadership think clearly about strategic choices and tradeoffs.
  • Provide data-driven insights that surface blind spots and unlock opportunities.


Qualifications

Required Qualifications

Experience
  • 12+ years of work experience in Technical Program Management, Product Management, Strategy, Operations, or related roles.
  • Proven track record managing large-scale, complex, cross-functional initiatives with quantifiable business impact in high-growth or enterprise technology environments.
  • Demonstrated success translating business strategy into execution plans and delivering on metrics.

Core Competencies
  • High energy and disciplined execution skills. Willingness to do whatever it takes to deliver results. Ability to see the big picture while being execution-oriented and detail-focused. Strategic thinking and business acumen, comfortable with P&L, metrics, and business strategy. Ability to conceptualize, develop, drive, coordinate, and manage large, complex, cross-functional programs from ambiguity through delivery.
  • Effective communicator, written and verbal, who uses AI tools to draft, refine, and tailor communications. Able to convey complex ideas clearly across executive and working-level audiences at speed. Comfortable directing AI agents and iterating on outputs in ambiguous, high-stakes environments.
  • Strong collaboration, relationship-building, and influence skills. Masterful at bringing people together across functions, levels, and geographies without direct authority. Work independently and be highly productive with minimal oversight. Sound judgment and discretion with confidential information.
  • Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, and problem-solving-including AI-powered tools, workflow automation, AI-driven insights, and exploring AI's potential impact on program management and organizational effectiveness.

Preferred Qualifications
  • Experience in a startup or rapidly growing company.
  • Strong financial acumen and experience with budget management.
  • Proficiency with data analysis and business intelligence tools.
  • MBA or equivalent advanced degree.
  • Experience designing and scaling operating models.
  • Expertise in the enterprise software/SaaS industry.

How Success is Measured
  • Strategic initiatives deliver on time, on budget, with measurable business impact on revenue, market position, and competitive advantage.
  • Business rhythm is crisp and predictable. Meetings are efficient, decisions are clear, accountability is tracked. Organization operates at velocity.
  • Cross-functional teams are aligned and coordinated. Dependencies are managed proactively. The organization moves as one.
  • Leadership has visibility into program health, business metrics, and risks. Data and intelligence inform fast decision-making.
  • HRSD organizational effectiveness, speed of execution, and market competitiveness improve measurably.

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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