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Salary: USD 221,200 - 387,100 / annual
ServiceNow seeks a Director of Strategic Programs & Business Operations to drive the company's most critical cross-functional priorities and strategic initiatives. This is a high-impact individual contributor role with full strategic authority and accountability for outcomes, operating at the intersection of strategy and execution.
You will own large-scale, high-visibility strategic initiatives across the organization, identifying and accelerating programs of the highest complexity with quantifiable impact on revenue, market position, and competitive advantage. Your responsibilities include translating business objectives into both tactical and strategic execution plans, taking full ownership of technical project planning and delivery from conception through transition to operations.
Key responsibilities include:
**Strategic Program Ownership & Design**: Drive complex cross-functional initiatives, organize ambiguous problems into prioritized milestones and deliverables, design programs to deliver specific strategic outcomes, and establish business rhythm and operating cadences (QBRs, monthly forums, weekly alignment) that connect strategy to execution.
**Governance & Leadership**: Establish governance frameworks, lead executive-level meetings and cross-functional events, serve as the go-to source of leadership and visibility, and ensure robust processes for managing risk, change, resources, and financials.
**Cross-Functional Orchestration**: Develop trusted relationships with key stakeholders and functional heads, facilitate strategic alignment across product, engineering, design, research, marketing, and GTM, identify and resolve cross-functional dependencies proactively, and hold resources accountable for their responsibilities.
**AI-Native Program Management**: Operate as an AI-native program manager, using AI to synthesize intelligence across workstreams, surface risk signals early, ensure data informs decision-making, draft and tailor communications at speed, and direct AI agents. Develop software-based or AI-driven solutions to replace repeatable operational tasks.
**Process & Capability Building**: Develop and implement scalable processes, templates, and training to ensure program delivery, oversee change management efforts, and continuously assess organizational effectiveness to increase speed, clarity, and accountability.
**Strategic Advisory**: Serve as a strategic thought partner to the GM and executive leadership, prepare analysis and recommendations on key business questions, help leadership think clearly about strategic choices and tradeoffs, and provide data-driven insights.
Success is measured by strategic initiatives delivering on time and on budget with measurable business impact, crisp and predictable business rhythm with efficient meetings and clear accountability, aligned and coordinated cross-functional teams, leadership visibility into program health and risks, and measurable improvements in organizational effectiveness and market competitiveness.
**Requirements**
Required Qualifications:
- 12+ years of work experience in Technical Program Management, Product Management, Strategy, Operations, or related roles
- Proven track record managing large-scale, complex, cross-functional initiatives with quantifiable business impact in high-growth or enterprise technology environments
- Demonstrated success translating business strategy into execution plans and delivering on metrics
- High energy and disciplined execution skills with willingness to do whatever it takes to deliver results
- Ability to see the big picture while being execution-oriented and detail-focused
- Strategic thinking and business acumen, comfortable with P&L, metrics, and business strategy
- Ability to conceptualize, develop, drive, coordinate, and manage large, complex, cross-functional programs from ambiguity through delivery
- Effective communicator (written and verbal) who uses AI tools to draft, refine, and tailor communications; able to convey complex ideas clearly across executive and working-level audiences at speed
- Comfortable directing AI agents and iterating on outputs in ambiguous, high-stakes environments
- Strong collaboration, relationship-building, and influence skills; masterful at bringing people together across functions, levels, and geographies without direct authority
- Ability to work independently and be highly productive with minimal oversight
- Sound judgment and discretion with confidential information
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, and problem-solving—including AI-powered tools, workflow automation, AI-driven insights, and exploring AI's potential impact on program management and organizational effectiveness
Preferred Qualifications:
- Experience in a startup or rapidly growing company
- Strong financial acumen and experience with budget management
- Proficiency with data analysis and business intelligence tools
- MBA or equivalent advanced degree
- Experience designing and scaling operating models
- Expertise in the enterprise software/SaaS industry
