Director, Platform & AI Strategic Operations

It 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.

ServiceNow has significantly integrated AI into its Platform to enhance workflows and drive rapid value for customers. The Platform & AI organization is responsible for the releases that underpin both monetized and non-monetized Platform products as well as AI capabilities that serve all other ServiceNow Workflows and solutions.

We are rigorous about building and maintaining a resilient foundation, connected data, and secure and trusted agentic AI for our customers.

We are looking for a Director, Platform & AI Strategic Operations to partner with Sr. Director and VP, Platform & AI Strategic Operations to play a critical role in shaping the fundamental direction and purpose of Platform and AI, with the ability to gain a deep cross-BU understanding of ServiceNow’s AI vision, market impact, and pricing and packaging implications. In addition to strategic drive, this role requires tactical experience, to execute business cadences in alignment with the strategic vision, backed by data.

 
What you get to do in this role:

This role sits at the intersection of strategy, execution at scale, and drives alignment across business, product, and operational priorities. 

Strategic Guidance 

• Act as a trusted advisor who guides strategic initiatives and untangles complex problem sets, supported by pre-established data frameworks and insights (available in near real-time).
• Guide with an eye on long-term, at-scale outcomes, backed by deeply vetted data
• Provide proactive executive-level recommendations, progress, and outcomes

Operational Excellence & Portfolio Management

• Establish and drive cadences that align with Platform & AI goals and deliver measurable impact, including establishing RACIs to tackle outcomes and ease of roll-up to the portfolio level.
• Manage strategic planning and annual operational planning processes to support budget discipline and prioritization.
• Collaborate with stakeholders across ops, finance, product, system of record owners, and other key functions to align operations and strategic goals. 

Management 

• Support the growth of a high-performing team, whether thru a sphere of influence (gaining buy-in) or direct reporting relationships.
• Establish networks of experts and frameworks to drive cross-matrixed initiatives to measurable outcomes.
• Support a monthly Learning & Development cadence focused on key areas of interest and success for Platform & AI Operations practitioners.
   

To be successful in this role, we need someone who has:

• 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. 
• 12 - 15 years of relevant work experience preferably in technology strategy/ops functions, management consulting, investment banking, or private equity.
• Proven track record in managing large-scale operations and cross-functional initiatives.
• Exceptional communication, collaboration, and influence skills at the executive level.
• Deep understanding of portfolio-level planning, financial management, and enterprise technology workflows.
• Ability to think strategically while managing detailed operational execution.
• Strong data-informed and problem-solving skills, with an ability to synthesize.
• Pragmatic long-term problem-solving within a complex operating environment and the ability to influence and bring teams along on the journey using data
• Strong communication skills - both verbally and in writing; comfortable in business and technical discussions.
• Track record of scoping and executing business projects directly and overseeing the work of team members

FD21

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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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