Director, Platform & AI Strategic Operations

Employment Type: Full-time Location Type: Remote

---

Company Description

ServiceNow began in San Diego, California, in 2004, founded by Fred Luddy with a vision to transform how work is done. Today, ServiceNow is a global market leader, providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform connects people, systems, and processes, enabling organizations to work smarter, faster, and better. We are committed to our purpose of making the world work better for everyone.

---

Job Description

ServiceNow has significantly integrated Artificial Intelligence (AI) into its Platform to enhance workflows and deliver rapid value to customers. The Platform & AI organization is responsible for releases that support both monetized and non-monetized Platform products, as well as AI capabilities that serve all ServiceNow Workflows and solutions. We are dedicated to building and maintaining a resilient foundation, connected data, and secure, trusted agentic AI for our customers.

We are seeking a Director, Platform & AI Strategic Operations to partner with the Sr. Director and VP, Platform & AI Strategic Operations. This role is critical in shaping the fundamental direction and purpose of Platform and AI, requiring a deep cross-business unit understanding of ServiceNow’s AI vision, market impact, and pricing and packaging implications. In addition to strategic drive, this role demands tactical experience to execute business cadences in alignment with the strategic vision, supported by data.

What you get to do in this role:

This role operates at the intersection of strategy, execution at scale, and drives alignment across business, product, and operational priorities.

Strategic Guidance:

• Act as a trusted advisor to guide strategic initiatives and resolve complex problem sets, utilizing pre-established data frameworks and insights available in near real-time.
• Provide guidance with a focus on long-term, at-scale outcomes, supported by deeply vetted data.
• Deliver proactive executive-level recommendations, progress updates, and outcomes.

Operational Excellence & Portfolio Management:

• Establish and drive cadences aligned with Platform & AI goals to deliver measurable impact, including establishing RACIs to tackle outcomes and facilitate portfolio-level roll-ups.
• Manage strategic planning and annual operational planning processes to support budget discipline and prioritization.
• Collaborate with stakeholders across operations, finance, product, system of record owners, and other key functions to align operations and strategic goals.

Management:

• Support the growth of a high-performing team through 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.

---

Qualifications

To be successful in this role, you should 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.
• 12 - 15 years of relevant work experience, preferably in technology strategy/operations 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.