Director, AI Strategy and Program Management

ServiceNow · Full-time · Posted 4w ago

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The Role

You will serve as the strategic operating leader for ServiceNow's Enterprise AI organization: the person who runs the operating cadence, decision mechanisms, governance forums, and value-realization discipline that let the org move fast on AI and prove what it's worth. This is not a delivery-pillar role — it is the Director who scales the strategy, governance, portfolio-management, and business-value practices needed to run AI responsibly across ServiceNow. You will bring Chief-of-Staff-style operating rigor, executive communications, and portfolio-wide visibility aren't supporting skills here — they are the job.

What you get to do

Establish and run the operating cadence for Enterprise AI strategy, planning, execution, governance, and value realization.
Build executive-ready mechanisms for prioritization, decision making, risk review, roadmap alignment, and cross-functional accountability.
Prepare leadership communications, executive narratives, decision memos, operating reviews, and customer-facing materials for Digital Technology.
Create clear forums, agendas, inputs, outputs, and follow-through mechanisms across AI Value Steering Committee, AI Technical Council, monthly & quarterly business reviews, and customer-facing events.
Ensure teams stay aligned around shared priorities, owners, milestones, risks, and measurable outcomes.
Build and mature the Measure and ROI pillar of AI Control Tower in partnership with finance and cross-functional AI Champions.
Establish portfolio-level visibility into AI initiatives — investment, expected value, adoption, quality, operational readiness, risk, and realized impact.
Partner with risk, compliance, security, legal, privacy, and finance on the internal AI governance strategic roadmap.
Help leaders decide what to fund, scale, pause, retire, mediate, or consolidate across the enterprise AI portfolio.

Qualifications

To be successful in this role you have:

12 - 15 years of experience in strategy and operations, enterprise transformation, AI, management consulting, product operations, or program leadership.
Experience operating at senior manager or director level in complex enterprise technology environments.
A demonstrated ability to lead complex cross-functional initiatives from strategy through execution.
Strong executive presence and the ability to influence senior leaders across technical, business, finance, risk, and product organizations.
Experience building operating models, governance mechanisms, planning cadences, executive reporting, or strategic program offices.
Strong analytical and business judgment, connecting technical initiatives to measurable business outcomes.
The ability to bring clarity to ambiguous problems and drive accountability across distributed teams.
Strong cross-functional influence skills, leading primarily through credibility and relationship capital.
Excellent written and verbal communication, including executive narrative and decision framing.

JV20

For positions in this location, we offer a base pay of $199,100 - $348,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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