Director, Platform & AI Strategic Operations

Location Type: Remote Employment Type: Full-time

---

Company Description

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.

---

Position Overview

ServiceNow has significantly integrated AI into its Platform to enhance workflows and drive rapid value for customers. The Platform & AI organization is responsible for the releases that underpin both monetized and non-monetized Platform products as well as AI capabilities that serve all other ServiceNow Workflows and solutions. We are rigorous about building and maintaining a resilient foundation, connected data, and secure and trusted agentic AI for our customers.

We are looking for a Director, Platform & AI Strategic Operations to partner with Sr. Director and VP, Platform & AI Strategic Operations to play a critical role in shaping the fundamental direction and purpose of Platform and AI, with the ability to gain a deep cross-BU understanding of ServiceNow’s AI vision, market impact, and pricing and packaging implications. In addition to strategic drive, this role requires tactical experience, to execute business cadences in alignment with the strategic vision, backed by data.

---

Responsibilities

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

Strategic Guidance

• 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.

Operational Excellence & Portfolio Management

• 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.

Management

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

---

Qualifications

To be successful in this role, we need someone who has:

• 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.