Director, Platform & AI Strategic Operations

Employment Type: Full-time Location Type: Remote

Company Description

ServiceNow began in San Diego, California, in 2004 with a vision to transform how we work. Today, we are 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 find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

ServiceNow has significantly integrated 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 serving all other ServiceNow Workflows and solutions. We are committed 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, guiding strategic initiatives and untangling complex problem sets using pre-established data frameworks and insights (available in near real-time).
  • Provide guidance with a focus on long-term, at-scale outcomes, backed by deeply vetted data.
  • Offer proactive executive-level recommendations, progress updates, and outcomes.

• Operational Excellence & Portfolio Management

  • Establish and drive cadences aligned with Platform & AI goals that deliver measurable impact, including establishing RACIs to tackle outcomes and facilitate portfolio-level roll-up.
  • 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, either through influence (gaining buy-in) or direct reporting relationships.
  • Establish networks of experts and frameworks to drive cross-matrixed initiatives toward 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.