Senior Director, STEP Strategic Operations, Central Strategy & Planning Lead

Company Description
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.
Job Description
We are seeking a Senior Director, STEP Strategic Operations to lead a world-class Strategy and Planning team serving the Success Technology Engineering and Platform (STEP) organization.
This role is both a trusted strategic thought partner to the CPO & COO, the GVP of STEP Strategic Operations and the entire STEP leadership team and also serves as an active cross-functional collaborator and team builder to bring our strategy to life across ServiceNow as we execute today and transform for tomorrow. You will skillfully help us manage through a rapid change to an AI-Native future.
You will partner with leaders across product, engineering, design, and GTM to ensure we deliver on the full potential of ServiceNow's product portfolio. This includes both foundational strategic excellence such as in-depth market analysis, business performance breakdown, robust business plan creation as well as planning excellence including collaboration on integrated planning across all functions of the company all while re-imagining the way we work in an AI-Native world (embedding AI into decision-making and planning cycles). You will be a leader on Strategy & Planning across the company.
The ideal candidate combines executive presence, strategic prowess, financial and operational acumen, and a proven ability to drive large-scale work in complex, fast moving environments. The candidate must have an exceptional ability to lead and influence at the Executive level, demonstrated success in driving ambiguous and complex initiatives, and world-class strategic and story telling skills, underpinned by a foundation of operational excellence. Your team will solve complex business and product problems, orchestrate setting strategy, plan for execution, and work closely with teams executing always with an eye to incorporate real-world feedback into strategic thinking and planning. You will facilitate the product portfolio strategy, prioritization, and analysis. You will work closely with cross-functional stakeholders to accelerate innovation and drive impact by directly contributing to overall company business objectives.
What you get to do in this role:

• Serve as a key partner to the CPO & COO, their leadership team, and the GVP of Strategic Operations on all Strategy, Portfolio, and Planning topics. Drive the thinking as we transform to AI-Native.

• Lead the charter of in-depth Strategy thinking for the Product Portfolio with a rapid learning loop based on real-world business and customer results all to ensure we make the right strategy choices across our product portfolio.

• Working collaboratively on Planning with product, sales, marketing, Corporate Strategy, and other corporate leaders and operational teams to ensure we are setup for success.

• Design and institutionalize repeatable Strategy & Planning mechanisms that drive speed, scale, and accountability.

• Drive portfolio value management, linking investments to outcomes across monetized and non-monetized areas, and enabling faster trade-off and reinvestment decisions.

• Build, lead, and develop a high-performing, inclusive Strategy & Planning team that scales with the growth and ambition of ServiceNow.

Be a leader for the org in raising performance standards, evolving culture, and ensuring adoption of new ways of working.
Qualifications
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.
• Proven leadership of both strategy and operations during large-scale transformation in a global tech or SaaS organization.

• 10-15+ years of relevant work experience (or 10+ years post-MBA or equivalent higher degree) in tech strategy/ops functions, management consulting, investment banking, or private equity.

• 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.

• Demonstrated ability to partner with C-level executives to design, run, and reimagine strategy and create robust business plans in a fast-paced, rapidly changing environments.

• Strong financial acumen and ability to connect strategy to execution through business cases, resource allocation, and performance metrics.

• Deep understanding of the product development lifecycle, portfolio management, and goal systems (OKRs, KPIs) - with the ability to evolve them for an AI-native world.

• Experience embedding AI or advanced analytics into ways of working.

• Track record of building and leading diverse, high-performing teams and developing talent.

• Excellent communication skills - both verbal and written - equally comfortable in business and technical contexts.

JV20
For positions in this location, we offer a base pay of $225,000 - $405,000, 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.
Additional Information
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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