Director of Strategic Initiatives, AMS Customer Excellence Group (CEG)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Director of Strategic Initiatives, AMS Customer Excellence Group (CEG) Full-timeEmployee Type: RegularRegion: AMS - North America and CanadaWork Persona: Flexible or RemoteCompany DescriptionIt all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.Join us to put AI to work for people. Job DescriptionAs the Director of Strategic Initiatives for Customer Excellence Group, Americas, you will drive high-impact, cross-functional initiatives and operational excellence for AMS CEG. As a critical member of the AMS leadership team, you will help drive communication and collaboration within AMS CEG as well as with global and cross-functional teams Key ResponsibilitiesStrategic Program Management & ExecutionIdentify and scope initiatives: Collaborate with AMS CEG Leadership and Global transformation teams to identify, scope, and execute strategic programs that drive operational excellence and business growthSupport high-priority initiative execution: Work cross-functionally with leaders and teams within AMS and across CEG to drive execution aligned with AMS and CEG objectivesLeverage data for decision clarity: Use internal and external data to drive clarity in decision-making and prioritization across initiativesLead your program management team: Ensure your team is deployed on the right priorities, providing team management, mentoring and oversightCross-Functional CollaborationFacilitate strategic communication: Act as a critical interface between AMS CEG and other Global CEG teams and ServiceNow teams (Sales, Solutions Consulting, Product, Industry GTM) on identification, prioritization, and communication of joint priorities and business strategyEnable cross-team execution: Help identify, design and drive key cross-functional initiatives across AMS CEG and global and cross-functional teamsOrchestrate strategic alignment: Facilitate communication between AMS CEG and all cross-functional teams; oversee escalations and collaborate with senior managers for effective issue resolutionLeadership Alignment & CommunicationSupport executive leadership development: Act as an internal influencer and proxy for AMS leadership when required; foster collaboration and high-performance culture; support executive onboarding and leadership alignment on company goalsOrchestrate leadership alignment meetings: Plan and facilitate AMS CEG leadership meetings to ensure discussions are structured, goal-oriented, and results-driven; manage executive calendars and prioritizationOversee AMS communications: Oversee design and execution of communications strategy for AMS CEG, which may include onboarding and overseeing a communications specialistEnsure clear prioritization: Communicate business priorities and outcomes across teams; act as a trusted partner to AMS leadership in translating strategy into operational clarityExecutive SupportSupport customer and partner engagement: Support AMS CEG GVP and extended leadership on select high-priority customer and partner interactions; coordinate scheduling, meeting preparation, briefings, and account team engagementSupport account escalations and reviews: help identify and escalate critical issues; collaborate with senior managers for effective resolution and tracking; contribute to internal account reviews with analysis and cross-team coordinationAct as leadership proxy: Serve as an internal...