Director, Strategic Initiatives

ServiceNow’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-End

• Own 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 Strategy

• Translate 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 Alignment

• Operate 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 Scale

• Design 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.