Director, Platform & AI Strategic Operations

Summary

Join ServiceNow as a Director, Platform & AI Strategic Operations, partnering with senior leadership to shape the direction of Platform and AI initiatives. This role demands strategic thinking and tactical execution, requiring deep cross-functional understanding of ServiceNow's AI vision and market impact. You will provide strategic guidance, operational excellence, and portfolio management, establishing cadences aligned with Platform & AI goals. Responsibilities include managing strategic and annual operational planning, collaborating with stakeholders, and supporting team growth. The ideal candidate possesses extensive experience in technology strategy/ops, management consulting, or related fields, along with exceptional communication and executive-level influence skills. This position offers the opportunity to make a significant impact on a global market leader.

Requirements

• 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
• 12 - 15 years of relevant work experience preferably in technology strategy/ops functions, management consulting, investment banking, or private equity
• Proven track record in managing large-scale operations and cross-functional initiatives
• Exceptional communication, collaboration, and influence skills at the executive level
• Deep understanding of portfolio-level planning, financial management, and enterprise technology workflows
• Ability to think strategically while managing detailed operational execution
• Strong data-informed and problem-solving skills, with an ability to synthesize
• Pragmatic long-term problem-solving within a complex operating environment and the ability to influence and bring teams along on the journey using data
• Strong communication skills - both verbally and in writing; comfortable in business and technical discussions
• Track record of scoping and executing business projects directly and overseeing the work of team members

Responsibilities

• Act as a trusted advisor who guides strategic initiatives and untangles complex problem sets, supported by pre-established data frameworks and insights (available in near real-time)
• Guide with an eye on long-term, at-scale outcomes, backed by deeply vetted data
• Provide proactive executive-level recommendations, progress, and outcomes
• Establish and drive cadences that align with Platform & AI goals and deliver measurable impact, including establishing RACIs to tackle outcomes and ease of roll-up to the portfolio level
• Manage strategic planning and annual operational planning processes to support budget discipline and prioritization
• Collaborate with stakeholders across ops, finance, product, system of record owners, and other key functions to align operations and strategic goals
• Support the growth of a high-performing team, whether thru a sphere of influence (gaining buy-in) or direct reporting relationships
• Establish networks of experts and frameworks to drive cross-matrixed initiatives to measurable outcomes
• Support a monthly Learning & Development cadence focused on key areas of interest and success for Platform & AI Operations practitioners