Director, Strategic Initiatives

About the role

ServiceNow’s Customer Excellence Group (CEG) is undergoing a fundamental transformation, redesigning how they deliver customer outcomes in an AI-native world. This role sits at the heart of that work.

Responsibilities

• Own and drive the highest-priority transformation programs across the post-sale organization.
• Frame the problem, build the plan, run the workstream, and drive it to execution.
• Manage initiative governance: milestones, decision points, dependencies, and escalation paths.
• Shape CEG Strategy
• Translate ambiguous executive direction into structured strategic options with clear tradeoffs and recommendations.
• 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.
• Navigate complex stakeholder dynamics where formal authority is limited and influence is everything.
• Protect program integrity without slowing momentum.
• Build for Scale
• Design frameworks, playbooks, and operating cadences that outlast any single initiative.
• Identify and champion “no-regrets bets” — moves we should make regardless of which strategic direction we ultimately choose.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 8+ years in strategy, management consulting, business transformation, or corporate development roles.
• Demonstrated ability to structure ambiguous problems and drive them to resolution.
• Strong financial and operational modeling skills.
• Executive communication skills — you can write a tight one-pager, present to an SVP, and draft a stakeholder email that lands, all in the same day.
• Experience managing through influence in matrixed organizations.
• Comfort with AI tools as part of your workflow.

Preferred Experience

• Background in M&A integration, large-scale org design, or operating model transformation.
• Familiarity with outsourcing strategy, shared services design, or global delivery model optimization.
• Experience with zero-based planning, headcount optimization, or cost transformation programs.

What This Role Is Not

This is not a traditional strategy role where you build decks and hand them to someone else to execute. It’s not a PMO role tracking other people’s workstreams. And it’s not an analytics role building dashboards in a support function. This is a leadership role where you own outcomes, operate with significant autonomy, and are accountable for moving the business forward on programs that matter.