Director of Business Strategy Management

The Customer Excellence Group (CEG) Strategy, Planning, and Operations (SPO) team at ServiceNow acts as the strategic engine for customer-facing teams. They drive cross-functional initiatives to improve execution, manage analytics and insights to guide leadership decisions, and optimize operational performance, growth, and retention.  Our team is responsible for bridging the gap between high-level business strategy and the daily execution of customer success and services teams, often working on global or regional .

What you get to do in this role:

• Partner with VP, Industry Solutions to build and drive effective solution strategy
• Own a seat at the table with the Industry Executive Team and GMs
• Structure complex problems with clear recommendations and data driven assumptions
• Build key presentations that inform or accelerate decision making
• Drive monthly operating cadence – tracking key metrics, business health, learnings
• Support annual planning (budgeting) process to help prioritize investments across industries
• Be a 1:Many point of leverage for non-Industry stakeholders to engage with Industries
• Create scalable market trends and sizing models and data sources
• Drive additional key projects (e.g., M&A, Persona Library, etc.)

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.

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.
• Analytics & Modeling: Building financial/operational models (Excel, SQL) and dashboards for KPIs, forecasting, and scenario planning. ServiceNow Careers +1
• Strategic Initiatives: Identifying trends, risks, and growth opportunities within post-sale performance to inform investment decisions. ServiceNow Careers
• Operational Execution: Driving QBR (Quarterly Business Review) cadences, managing headcount planning, and budgeting. Omega Venture Partners
• Enablement: Developing strategies to support customer-facing roles, including onboarding, skills training, and learner adoption programs. Built In Chicago
• Cross-functional Collaboration: Partnering with Sales, Product, Marketing, and Finance to ensure alignment on business priorities and operational excellence. ServiceNow Careers +3
• AI Integration: Utilizing AI-powered analytics to improve workflow automation and insights for leadership. ServiceNow Careers +1
• Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions
• Experience in building trusting relationships and influencing others (incl. executive audiences)
• Strong people development and leadership skills; able to manage multiple extended or virtual teams
• Collaborative team player who is also an independent thinker
• Self-starter who thrives and can multitask in fast-paced and often ambiguous environments
• Expertise in the enterprise software/ SaaS industry a plus

FD21

For positions in this location, we offer a base pay of $192,400 - $336,700, 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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