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

VP, CEG Strategic Operations, Central Pillar

About the Customer Excellence Group at ServiceNow

ServiceNow’s worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success. We build deep, trusted relationships, learn our customers’ businesses, and deliver value-based outcomes that make ServiceNow the best decision they ever made.

About the Position

The VP, Central Strategic Operations is the strategic and operational engine for the Customer Excellence Group. This leader will define and drive the global strategic agenda, operating model, and performance management framework for Customer Success, Expert Services, and Renewals. They will own the mechanisms, insights, and transformation initiatives that enable CEG to execute with clarity, speed, and scale as the company transforms into an AI-native enterprise and grows toward a $20B+ business.

This executive will partner closely with the CEG Senior Leadership Team and cross-functional executives across Product, Sales, Marketing, Finance, and Operations to create a unified global strategy and plan, drive alignment, and operationalize CEG’s most important priorities. They will serve as a key thought partner to the extended leadership team, driving strategic thinking, business planning, and organizational evolution. They will lead a high-performing team responsible for strategy development, annual planning, global analytics, business transformation and change management — shaping how Customer Excellence raises the bar and operates worldwide.

Responsibilities

• Define and drive the global CEG strategy, operating model, and multi-year planning agenda in close partnership with the CEG leadership team.

• Serve as a key strategic partner to CEG executives, shaping the future of Customer Excellence in an AI-native world and driving incremental transformative progress on initiatives that matter most.

• Lead the global operating rhythm, including business reviews, scorecards, KPIs, forecasting processes, and strategic alignment mechanisms.

• Partner cross-functionally- both with CEG Geo teams and Product, Sales, Marketing, Finance and HR to build integrated plans, improve end-to-end processes, and identify opportunities for synergy and coordination.

• Oversee global analytics and forecasting to provide insight into performance and drive decision-making

• Lead CEG transformation programs, creating mechanisms that institutionalize scale, consistency, and disciplined execution across a highly matrixed global organization.

• Build and lead a high-performing global team, fostering a culture of accountability, inclusivity, and high standards.

• Drive the integration of AI and automation into CEG operating mechanisms, planning processes, and decision-making frameworks.

• Partner closely with Finance to lead CEG-wide annual planning, budgeting, and investment planning, ensuring alignment to strategic priorities and financial goals.

• Serve as a key contributor to executive narratives, including business reviews, CEO/ELT updates, and board materials.

• Champion organizational change management and governance to ensure new strategies and operating models adopted globally.

• Champion a culture where people are empowered to lead, innovate, and make customer-centered decisions that drive meaningful business outcomes.

Background and Experience

• Proven leadership across both strategy and operations driving large-scale transformation within a global technology or SaaS organization.

• Demonstrated success building and scaling strategic and operational capabilities.

• Strong track record of collaborating and partnering with senior executives to shape strategy, design business plans, and drive alignment across complex organizations.

• Experience operating in highly matrixed global environments and influencing without authority.

• Background in management consulting, corporate strategy, GTM Strategy/Ops, or related strategic roles is strongly preferred.

Qualifications

Desired Skills / Qualifications

• 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.

• 15+ years of experience in Strategy and Ops, or related leadership roles (or 10+ years post-MBA).

• Exceptional leadership skills with a track record of building and developing high-performing, diverse teams.

• Strong financial acumen with the ability to connect strategy to execution

• Ability to embed AI and automation into operating models and ways of working.

• Highly collaborative with excellent interpersonal and influence skills; thrives in global, matrixed environments.

• Outstanding communication skills — written, verbal, and executive storytelling — with the ability to distill complexity for senior audiences.

• Exceptional change management skills with experience driving adoption of new mechanisms, cultural evolution, and organizational alignment at scale.

• Ability to operate with agility in a fast-paced, high-growth environment.

• Open to travel and frequent collaboration with global leaders in various timezones.

For positions in this location, we offer a base pay of $248,100 - $421,900, 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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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