Director, Business Operations & Strategy (Chief of Staff), Emerging Technology - job 1 of 3

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What You Get to Do in This Role

This role serves as the overarching glue across the Emerging Technology Organization (“ETG”) team, ensuring the team is focused on the right work, effectively delivering on objectives, strategically planning work, supporting and developing team members, and being good stewards of the budget. It requires both strategic thinking and the ability to drive team alignment, as well as diving deep to ensure effective delivery.

Key Responsibilities

• Drive strategic initiatives across ETG and Digital Technology (“DT”), focused on continuous improvement, cost avoidance/savings, workforce alignment, and operational excellence.

• Act as a trusted advisor and support senior leadership in managing the organization, team members, and stakeholders in strategy, operations, financial management, personnel, and communications.

• Drive strategic focus for the team, leading coordination of priorities to support organizational goals and ensuring alignment across leadership.

• Identify accelerators and friction points and drive initiatives or process improvement activities. Collaborate with team leadership and peers in DT to ensure cross-functional alignment.

• Coordinate operational management and annual planning for budget and financial forecasts. Ensure alignment to plan, prioritization of incremental asks, tracking of savings initiatives, and coordinated spend management.

• Manage the cadence of senior leadership priorities, including regular engagement with peers across the organization and with external teams such as finance, HR, product, sales, marketing, and extended ServiceNow stakeholders.

• Lead results-driven quarterly business reviews across the team. Coordinate and drive the execution of leadership meetings, quarterly team meetings, and all-hands meetings.

To be successful in this role, you have: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision making, or problem solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.  

• 10+ years of experience in a business management, operations, or senior leadership role. 

• Strong analytical skills and exceptional communication abilities. 

• Experience in organizing and directing multiple teams and departments. 

• Experience in planning and leading strategic initiatives. 

• Experience in data analysis and budget management. 

• Exceptional written and verbal communication skills, with the ability to convey complex information clearly and concisely. 

• High level of professionalism, discretion, and judgment in dealing with confidential and sensitive information. 

Preferred Skills and Qualifications:

• Consulting experience, with a focus on operations management. 

• Proven success in a project coordination role. 

• Nimble business mind, focused on developing creative solutions. 

• Strong project-reporting skills, with a focus on interdepartmental communications. 

Emerging Technology Group

Emerging Technology Group (ETG) is ServiceNow’s Digital Technology (DT) internal incubation group. Being customer zero for ServiceNow products, we ensure the products work internally and deliver value as they reach customers. As Customer Zero, we implement all technology workflows and deliver the best experience.

With AI everywhere, we are responsible for AI Experiences that cut across the enterprise, such as Search, Conversational Interfaces, and Automation. We also help DT developers be productive in building enterprise-grade products on the ServiceNow Platform.

We are focused on accelerating innovations and developing new concepts, forward-thinking solutions, and products leveraging ServiceNow’s Intelligent Platform and the best industry standards.

If you enjoy learning, growing, and making an impact, you will love being in this role. You will get exposure to every facet of the enterprise and can make a meaningful impact on both the business and the people who work here. You will face new challenges and priorities every day, which can be invigorating and push the boundaries of your thought process.

About Digital Technology

We’re not yesterday’s IT department—we're Digital Technology. The world around us keeps changing, and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to becoming the defining enterprise software company of the 21st century. We love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for employees and customers—when you work in ServiceNow Digital Technology, you work for them.

For positions in this location, we offer a base pay of $189,100 - $331,000, 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.

Work Personas

We 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 Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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. 

Accommodations

We 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 Regulations

For 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. 

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