Director, Strategy and Operations

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.

Job Description

We are looking for a Director of Strategic Operations for our Technology Solutions Business Unit. This critical role will be a trusted advisor to the Technology Solutions VP & GM and a respected partner to cross-functional principals across product, engineering, design, sales, marketing, and customer success.

This role will support both operational and strategic aspects of the business. You will solve complex business problems by undertaking research, leveraging data, and then driving results. You will work closely with cross-functional stakeholders to accelerate our impact and directly contribute to our overall business goals. This is a unique opportunity to drive strategy and operations at a high-growth enterprise software company! Technology Solutions sits within our Technology Workflows group of Business Units. Technology Solutions is helping our customers transform across their Operational Technology domain and their Cloud operations.

What you get to do in this role:

• Thought partner with the general manager, product principals, and GTM team on a variety of efforts.
• Provide deep understanding and supporting data of customer behavior, product and team capabilities, and detailed metrics to inform recommendations.
• Identify value-creation opportunities across our business.
• Study and design strategies to capture value, iterate with cross-functional teams, then coordinate delivery across functions and ensure quality of output.
• Drive the operating cadence of the business – quarterly business reviews, executive product roadmap reviews (PRR), & annual planning.
• Own strategic planning for the BU - this entails modeling out revenue, customers, costs, investments, industry trends, and roadmap permutations.
• Manage the end-to-end budget planning cycle, resource portfolio, and hiring allocations.
• Support alignment between BUs and all Stakeholders (C-Level, other functions).
• Own relationships with internal cross-functional principals to coordinate business activities and proactively distill and communicate relevant information.
• Represent the BU team in cross-functional initiatives and programs.
• Drive people and talent initiatives to include but not limited to; All-Hands, Employee Surveys, Employee awards, Monthly newsletters, team offsites, and employee engagement.
• Partner with the FP&A and Talent Acquisition teams on budget attainment, management, and hiring execution.

Qualifications

To be successful in this role, you have:

• 15 + years of relevant work experience, preferably in tech strategy/ops functions, management consulting, investment banking, or private equity.
• Top-notch data analysis and problem-solving skills, with an ability to synthesize.
• Experience working within the product development process, thrives in a matrixed environment, and can establish credibility with product, engineering, and GTM principals, and an understanding of operational and go-to-market implications of their recommendations.
• Ability to gain and maintain an intimate understanding of key business drivers, proactively proposing ways to increase business performance and efficiency.
• Guide cross-functional initiatives end-to-end lifecycle from strategy, inception, execution.