Director, Strategic Initiatives

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Director, Strategic Initiatives Full-timeEmployee Type: RegularRegion: AMS - North America and CanadaWork Persona: Flexible or RemoteCompany DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionServiceNow’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-EndOwn 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 StrategyTranslate 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 AlignmentOperate 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 ScaleDesign 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.  QualificationsTo 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...