Senior Director, Strategic Operations & Transformation

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.