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. This role requires strategic thinking and tactical execution, aligning business cadences with the strategic vision. You will act as a trusted advisor, guiding strategic initiatives and providing executive-level recommendations. Responsibilities include establishing operational cadences, managing strategic 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 strong communication, collaboration, and problem-solving skills. A deep understanding of portfolio planning and financial management is essential.

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 - 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

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs