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

Company DescriptionIt 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 everyone—freeing 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.Join us to put AI to work for people. Job DescriptionAs 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 ResponsibilitiesStrategic Program Management & ExecutionIdentify 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 growthSupport high-priority initiative execution: Work cross-functionally with leaders and teams within AMS and across CEG to drive execution aligned with AMS and CEG objectivesLeverage data for decision clarity: Use internal and external data to drive clarity in decision-making and prioritization across initiativesLead your program management team: Ensure your team is deployed on the right priorities, providing team management, mentoring and oversightCross-Functional CollaborationFacilitate 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 strategyEnable cross-team execution: Help identify, design and drive key cross-functional initiatives across AMS CEG and global and cross-functional teamsOrchestrate strategic alignment: Facilitate communication between AMS CEG and all cross-functional teams; oversee escalations and collaborate with senior managers for effective issue resolutionLeadership Alignment & CommunicationSupport 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 goalsOrchestrate leadership alignment meetings: Plan and facilitate AMS CEG leadership meetings to ensure discussions are structured, goal-oriented, and results-driven; manage executive calendars and prioritizationOversee AMS communications: Oversee design and execution of communications strategy for AMS CEG, which may include onboarding and overseeing a communications specialistEnsure clear prioritization: Communicate business priorities and outcomes across teams; act as a trusted partner to AMS leadership in translating strategy into operational clarityExecutive SupportSupport 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 engagementSupport 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 coordinationAct as leadership proxy: Serve as an internal influencer and proxy for AMS leadership when required; foster collaboration and a high-performance culture within AMSSuccess MetricsStrategic initiative execution: Identification, scoping, and successful delivery of programs that drive operational excellence and business growth aligned with AMS and CEG objectivesOperational alignment and transparency: Establishing clear prioritization, seamless cross-team execution, and visibility into AMS performance through scorecards and dashboardsTeam performance: Program managers capacity development, retention, and delivery against program objectivesCross-functional collaboration: Effectiveness in enabling joint execution with Sales, Solutions, Product, and other teams; strength of interface managementAMS leadership confidence: Executive team confidence in your ability to bridge strategy with execution, manage escalations, and drive organizational outcomes QualificationsRequired Experience:10+ years of experience in strategic program management, operations, business management, or executive support roles in a technology, SaaS, or high-growth organization5+ years of management consulting or experience managing cross-functional initiatives in a complex business environmentProven success with strategic program identification, scoping, and execution across geographies and business functionsOperational excellence mindset: Track record of driving process improvements, operational efficiency, and organizational alignmentExecutive presence: Demonstrated ability to communicate effectively with C-suite and senior stakeholders; skill in translating complex concepts into compelling narrativesStakeholder influence: Proven ability to drive alignment across senior leaders, manage competing priorities, and navigate organizational dynamicsBusiness and financial acumen: Strong understanding of business strategy, operations, budget management, and financial metricsTeam leadership: Success hiring, developing, and coaching direct reports in fast-paced environmentsDesirable QualificationsPgMP, PMP, or Agile certificationsExperience in customer-facing business functions (sales, customer success, delivery)Familiarity with AMS region, ServiceNow products, or SaaS GTM modelsData analytics and dashboarding experienceCritical Success BehaviorsStrategic Thinker: Identifies high-impact opportunities; translates business strategy into executable programs; drives clarity through complexityOperational Excellence: Relentless focus on process improvement, alignment, and transparency; drives accountability without micromanagingBridge Builder: Acts as a trusted interface between leadership and teams; skilled at navigating competing priorities and organizational dynamicsCommunicator: Distills complex information into clear narratives; prepares compelling business cases and presentations for senior audiencesInfluencer: Drives alignment across teams without direct authority; skilled at building buy-in and consensusAdaptable: Thrives in ambiguity; adjusts approach as business needs evolve; operates independently and is self-drivenResilient & Composed: Inspires confidence under pressure; remains steady when managing competing demands and organizational challengesCustomer-Focused: Understands and fulfills internal and external customer needs; problem-solver mindset; ensures customer and account teams are supportedWhat You Will Need to SucceedAbility to work across multiple geographies and time zonesComfort with ambiguity and ability to drive clarity through alignment and processStrong written and verbal communication skills (English native or professional proficiency)Demonstrated ability to influence without direct authorityResilience and composure when managing competing priorities and organizational complexitiesCommercial and operational acumenPassion for understanding customer and internal stakeholder needsProblem-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 InformationWork PersonasWe 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 EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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.  AccommodationsWe 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 RegulationsFor 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. Employee Type: Regular Region: AMS - North America and Canada Work Persona: Flexible or Remote