Job Description

The Senior Director, Strategic Operations & Transformation serves as a trusted advisor to the COO of Legal, Societal, and Global Affairs (LSGA) and is responsible for designing, operating, and continuously improving the organization's operating model.
Reporting to the COO - Legal, this leader oversees LSGA's rhythm of the business, business operations, budget and resource planning, governance processes, strategic programs, and Project Management Office (PMO). The role also serves as an internal transformation and operational excellence function, identifying opportunities to simplify processes, improve effectiveness, strengthen accountability, and help LSGA scale for the future.
Leading a small, high-performing team, this individual will help run the Office of the President & CLO, ensuring the organization operates with discipline, transparency, agility, and focus as it supports ServiceNow's next phase of growth and impact.

Lead LSGA's Operating System
• Own and evolve LSGA's annual operating cadence, including planning processes, business reviews, leadership team governance, performance management, and organizational reporting.
• Oversee budget planning, resource allocation, headcount management, vendor governance, and operational reporting across the organization.
• Partner closely with Finance, People, Digital Technology, and executive leadership to ensure strategic priorities are translated into actionable plans and measurable outcomes.
• Establish scalable operating mechanisms, governance processes, dashboards, and metrics that improve transparency, accountability, and execution.

Drive Strategic Programs and PMO
• Lead the LSGA PMO and portfolio of strategic initiatives, ensuring clear prioritization, ownership, risk management, and successful execution.
• Coordinate complex cross-functional programs spanning Legal, Compliance, Ethics, Government Affairs, Corporate Affairs, Sustainability, Social Impact, and ServiceNow.org.
• Anticipate issues, remove roadblocks, and help drive alignment across the LSGA leadership team and key enterprise stakeholders.

Drive Operational Excellence and Transformation
• Lead the continuous assessment and improvement of LSGA processes, operating mechanisms, governance models, and organizational workflows.
• Conduct process mapping, organizational diagnostics, and operating model reviews to simplify work, eliminate friction, and improve organizational effectiveness.
• Identify opportunities to leverage AI, automation, data, and technology to improve productivity, visibility, and decision-making.
• Build and lead a small, high-impact Strategic Operations team that acts as an internal "SWAT team" for the organization's most critical operational challenges, transformation efforts, and emerging priorities.
• Partner with leaders across LSGA to clarify ownership, streamline processes, improve service delivery, and strengthen execution at scale.

Qualifications
• 12+ years of experience in strategic operations, business operations, management consulting, program leadership, transformation, or related executive operating roles.
• Demonstrated success leading enterprise-wide initiatives in complex, matrixed organizations.
• Strong business and financial acumen, including budgeting, planning, and resource management.
• Exceptional program management, organizational leadership, and stakeholder management skills.
• Proven ability to influence senior executives, drive alignment, and execute through ambiguity.
• Track record of building scalable operating models, improving organizational effectiveness, and delivering measurable business impact.

What Success Looks Like
• LSGA operates through a clear, disciplined, and scalable operating model.
• Strategic priorities are translated into action, measured, and delivered consistently.
• Leaders have visibility into organizational performance, risks, and resource allocation.
• Processes are streamlined, ownership is clear, and teams spend more time on high-value work.
• The organization is continuously improving, simplifying, and modernizing how work gets done.

For positions in this location, we offer a base pay of $220,300 - $396,500, 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

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