Director, Itsm Strategic Business Operations

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The ITSM team is defining and delivering the modern Service Management for our customers. We are responsible for the portfolio of products and solutions that serve CIO, CTOs, CDOs, CSOs and their staff of technologists and operators. ITSM is multi-billion-dollar portfolio servicing our most critical customers at Service Now. We are passionate about helping technologists meet their goals and architect the digital future of their organizations.

We are looking for a Director, ITSM Strategic Business Operations, who can be a trusted advisor to leadership and a respected partner to cross-functional peers. The candidate must have relentless curiosity, the ability to influence at the Executive level, and a get-it-done attitude, while collaborating across the organization. This role will support both operational and strategic aspects of the business. You will be solving complex business problems, manage Business Operations activities, and drive operating rhythms for the ITSM business. You will work closely with cross-functional stakeholders to accelerate our impact and directly contribute to our overall business objectives. This is a unique opportunity to drive strategy and operations at a high-growth enterprise software company!

What you get to do in this role:

• Thought partner with product leadership team and GTM partners on a variety of efforts. Provide deep understanding and supporting data of customer behavior, product and team capabilities, and detailed metrics to inform decision making

• Contribute to strategic planning for the BU, this entails modeling out revenue, customers, costs, investments, industry trends, and roadmap permutations

• Identify value-creation opportunities across our business. Analyze and design strategies to capture value, iterate with cross-functional teams, then coordinate delivery across functions and ensure quality of output

• Support alignment between BU leaders and all Stakeholders (C-Level, other functions). Own relationships with internal cross-functional leaders to coordinate business activities and proactively distill and communicate relevant information to leadership

• Model business initiatives leveraging key metrics: revenue, customers, costs, investments, industry trends, roadmap

• Structure complex problems, develop hypotheses, conduct analyses, and suggest data-driven recommendations to leadership, including C-suite

• Contribute to the operating cadence of the business – quarterly business reviews, executive product roadmap reviews (PRR), & annual planning

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To be successful in this role you have:

• 8+ years relevant work experience in technology industry or equivalent

• Strong product sense and intuition

• Experience working within the product development process, thrives in a matrixed environment, has the ability to establish credibility with product, engineering, and GTM leaders, and an understanding of operational and go-to-market implications of their recommendations.

• Excellent collaborator and team player; if the team wins, you win

• Strong data analytics and problem-solving skills, with an ability to synthesize, with creative problem-solving skills

• Experience building business cases and analyzing financial metrics in technology industry

• Experience creating annual financial plans

• Demonstrated ability to drive multiple projects concurrently

• Effective communication skills - both verbally and in writing; comfortable in business and technical discussions

• MBA, equivalent degree, or equivalent experience

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For positions in the Bay Area, we offer a base pay of $178,900 - $313,100, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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