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

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

It 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 everyonefreeing 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.

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Job Description

As 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 Responsibilities

• Strategic Program Management & Execution
• Identify 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 growth
• Support high-priority initiative execution: Work cross-functionally with leaders and teams within AMS and across CEG to drive execution aligned with AMS and CEG objectives
• Leverage data for decision clarity: Use internal and external data to drive clarity in decision-making and prioritization across initiatives
• Lead your program management team: Ensure your team is deployed on the right priorities, providing team management, mentoring and oversight

• Cross-Functional Collaboration
• Facilitate 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 strategy
• Enable cross-team execution: Help identify, design and drive key cross-functional initiatives across AMS CEG and global and cross-functional teams
• Orchestrate strategic alignment: Facilitate communication between AMS CEG and all cross-functional teams; oversee escalations and collaborate with senior managers for effective issue resolution

• Leadership Alignment & Communication
• Support 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 goals
• Orchestrate leadership alignment meetings: Plan and facilitate AMS CEG leadership meetings to ensure discussions are structured, goal-oriented, and results-driven; manage executive calendars and prioritization
• Oversee AMS communications: Oversee design and execution of communications strategy for AMS CEG, which may include onboarding and overseeing a communications specialist
• Ensure clear prioritization: Communicate business priorities and outcomes across teams; act as a trusted partner to AMS leadership in translating strategy into operational clarity

• Executive Support
• Support 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 engagement
• Support 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 coordination
• Act as leadership proxy: Serve as an internal influencer and proxy for AMS leadership when required; foster collaboration and a high-performance culture within AMS

• Success Metrics
• Strategic initiative execution: Identification, scoping, and successful delivery of programs that drive operational excellence and business growth aligned with AMS and CEG objectives
• Operational alignment and transparency: Establishing clear prioritization, seamless cross-team execution, and visibility into AMS performance through scorecards and dashboards
• Team performance: Program managers capacity development, retention, and delivery against program objectives
• Cross-functional collaboration: Effectiveness in enabling joint execution with Sales, Solutions, Product, and other teams; strength of interface management
• AMS leadership confidence: Executive team confidence in your ability to bridge strategy with execution, manage escalations, and drive organizational outcomes

Qualifications

Required Experience:

• 10+ years of experience in strategic program management, operations, business management, or executive support roles in a technology, SaaS, or high-growth organization
• 5+ years of management consulting or experience managing cross-functional initiatives in a complex business environment
• Proven success with strategic program identification, scoping, and execution across geographies and business functions
• Operational excellence mindset: Track record of driving process improvements, operational efficiency, and organizational alignment
• Executive presence: Demonstrated ability to communicate effectively with C-suite and senior stakeholders; skill in translating complex concepts into compelling narratives
• Stakeholder influence: Proven ability to drive alignment across senior leaders, manage competing priorities, and navigate organizational dynamics
• Business and financial acumen: Strong understanding of business strategy, operations, budget management, and financial metrics
• Team leadership: Success hiring, developing, and coaching direct reports in fast-paced environments

Desirable Qualifications

• PgMP, PMP, or Agile certifications
• Experience in customer-facing business functions (sales, customer success, delivery)
• Familiarity with AMS region, ServiceNow products, or SaaS GTM models
• Data analytics and dashboarding experience

Critical Success Behaviors

• Strategic Thinker: Identifies high-impact opportunities; translates business strategy into executable programs; drives clarity through complexity
• Operational Excellence: Relentless focus on process improvement, alignment, and transparency; drives accountability without micromanaging
• Bridge Builder: Acts as a trusted interface between leadership and teams; skilled at navigating competing priorities and organizational dynamics
• Communicator: Distills complex information into clear narratives; prepares compelling business cases and presentations for senior audiences
• Influencer: Drives alignment across teams without direct authority; skilled at building buy-in and consensus
• Adaptable: Thrives in ambiguity; adjusts approach as business needs evolve; operates independently and is self-driven
• Resilient & Composed: Inspires confidence under pressure; remains steady when managing competing demands and organizational challenges
• Customer-Focused: Understands and fulfills internal and external customer needs; problem-solver mindset; ensures customer and account teams are supported

What You Will Need to Succeed

• Ability to work across multiple geographies and time zones
• Comfort with ambiguity and ability to drive clarity through alignment and process
• Strong written and verbal communication skills (English native or professional proficiency)
• Demonstrated ability to influence without direct authority
• Resilience and composure when managing competing priorities and organizational complexities
• Commercial and operational acumen
• Passion for understanding customer and internal stakeholder needs
• Problem-solver mindset with ability to navigate complex, global environments

For positions in this location, we offer a base pay of $173,200 - $303,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

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