Director, Strategic Operations

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The role 

The successful candidate for this role will serve as the key Business Operations partner for the SVP of Strategic Operations for the STEP organization (Success, Technology, Experience, and Platform). STEP drives the innovation at ServiceNow working closing with teams across Engineering, Product, Support, Design, Research, and Customer Success. Our Strategic Operations team includes management across Product & Experience Strategic Operations, Strategic Program Management, STEP Training & Development, STEP Customer Advocacy, and Chief of Staff to the COO & President.  

In this role you will partner closely with the SVP to ensure the 200+ person Strategic Operations organization is efficiently executing on commitments, collaborating cross-functionally, staying within budget and finding new ways to innovate and excel. You will be a doer and an organizer with a remit that can grow with you.  

What you get to do in this role: 

• Act as a sounding board and thought partner to the SVP, STEP Strategic Operations.  
• Manage and constantly seek to optimize the Operating Rhythms of the Strategic Operations Organization. This will include Leadership meetings, All Hands, Offsites, Calibration sessions and special topic meetings 
• Manage communications for the STEP Strategic Operations Org, ensuring clear, regular channels of information sharing via email, Now@Work or Ask-Me-Anything sessions 
• Identify the EVS priorities for the Strategic Operations Organization, develop a plan for improvement and work with your peers to get the initiatives implemented 
• Manage the development, tracking and reporting of Goals and Key Results for the STEP Strategic Operations team. Partner with management across STEP to ensure our OKRs are consistent with the highest priorities of the organizations we support.  
• Manage  meetings as needed in place of the SVP 
• Manage the Sharepoint repository of the Strategic Operations Organization, by creating a sound, secure and searchable structure architecture. 
• Regularly meet with Strategic Ops team members to understand sentiment, opportunities or issues that need attention. Provide feedback and recommendation to SVP, Strategic Operations 
• Help shape the long-term health of the organization by identifying and leading cultural initiatives, both to create a sense of belonging and to address employee feedback (via EVS or other means) 
• In partnership with FP&A, manage the budget and headcount of the STEP Strategic Operations team 
• As needed, lead and execute special projects for the SVP of Strategic Operations 
• Build and maintain strong relationships with X-Functional stakeholders throughout ServiceNow to directly help improve communication and collaboration  

Qualifications

To be successful in this role you have: 

• 10+ years of work experience (or 5+ years post-MBA or equivalent higher-degree), preferably in tech strategy & operations or equivalent such as management consulting 
• Exceptional learning agility and influencing skills.
• Must thrive in a dynamic environment 
• Exceptional i