Sr. Director Business Operations, Global Brand Marketing

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.

ServiceNow is looking for a highly motivated and experienced individual to join as the Senior Director of Business Operations for Global Brand Marketing (GBM). In this critical role, you will work closely with the SVP of Global Brand Marketing to provide strategic support, facilitate communication and collaboration, drive operational efficiency, and ensure the successful execution of key initiatives. You will be an essential partner to the SVP of GBM, playing a pivotal role in enabling the achievement of organization wide goals and driving the overall success of ServiceNow's brand strategy.

You will need to be self-directed, comfortable with ambiguity, and excellent at communications in a fast-paced environment while driving high quality results. You will develop relationships across the highest levels of the organization and leverage knowledge of our culture, goals, and business approach to enable organizational clarity, effectiveness and impact across ServiceNow.

As the Senior Director of Business Operations, you will lead a team whose primary purpose is to scale our brand and streamline how we operate through AI-native workflows and tooling.

What you get in this role:

• Strategic Partnership Collaborates closely with the SVP of GBM to understand the vision, objectives, and priorities of the team, marketing and ServiceNow. Provide strategic advice, recommendations, and insights to inform decision-making and drive organizational success.
• Business Operations Defines, designs, lands and manages the GBM’s rhythm of business (ROB). Works with senior leaders inside GBM and across ServiceNow to achieve key outcomes. This includes tracking and planning the execution and impact of our work. Business Operations standardizes interlocks with other key stakeholders across the business. They drive business review cadence and connectivity across the functions within GBM and must identify and take actions to improve performance while anticipating challenges.
• Maximizing/ Extending the Leader Influences and advises on strategic decisions related to the team structure, prioritization and can act as a proxy across the leader or leadership team in critical business settings. Builds and manages relationships with senior stakeholders across the business in service of driving the global brand marketing vision and goals. Owns the communication strategy and conveying of key messages important to the GBM organization related to the business, culture and over all employee relations. Leverages expertise to influence and support people management.
• Operational Excellence Develops and implements operational processes, systems, and frameworks to streamline work, improve efficiency, and enhance the overall effectiveness of GBM. Identifies areas for process optimization and drives initiatives to achieve operational excellence rolling out best practices from Strategic Marketing Operations into the function.
• Project and Program Management Leads and oversees key GBM cross-functional projects and initiatives to maximize outcomes across GBM through centrally orchestrated integrated plans. Defines project scope, objectives, timelines, and deliverables. Coordinates resources, manages dependencies, and ensures successful project execution
• Organizational Health Monitors and supports team/organization health and culture. Leads culture initiatives and manages the organizational blueprint/headcount management. Manages operating expenses (OPEX) and budget management procedures/processes. Also, handles internal organizational health measures and key performance indicator (KPIs) management.

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. 
• Bachelor's degree in marketing, business administration, or a related field (Master's degree preferred).
• Ideal candidate comes with a mix of creative or brand agency experience and internal brand team experience as an operational leader.  They understand in-depth the creative process and what matters most in building an enduring global brand.
• AI-native leader with proven experience embedding AI into creative operations, workflow orchestration, and global content production.
• Proven track record of driving operational efficiency and process improvement within a marketing organization.
• Excellent project management skills, with the ability to lead cross-functional teams and manage multiple initiatives simultaneously.
• Successful track record in influencing senior stakeholder groups, as well as sophistication in internal advocacy in a large, dynamic and highly matrixed environment.
• Exceptional communication skills including interpersonal skills, verbal/written/presentation skills, with attention to detail.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Ability to work in a fast-paced, dynamic environment and adapt quickly to changing priorities.

15+ years of experience in Brand and/or marketing operations, with a focus on strategic program and/or project management in an enterprise-level, matrixed organization, working across global stakeholders, multiple functions, and complex interdependencies.

For positions in this location, we offer a base pay of $216,500 - $389,700, 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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