Senior Director, Strategic Customer Transformation

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.

Role Purpose

The Senior Director, Customer Transformation will work with select strategic customers in AMS to drive time to value from their ServiceNow investments. You will collaborate with key CEG stakeholders on the ground and across the company, to help organize and orchestrate the resources and activities to drive world class operational rigor, transformation maturity, and customer intimacy required at these strategic customers.

This role combines strategic leadership with customer impact across three broad areas:

Strategic Customer Engagement

· Serve as the executive point of contact and trusted advisor to the most strategic accounts, partnering directly with C-suite leaders to align transformation objectives to measurable business outcomes.

· Guide customers in realizing the full potential of the ServiceNow platform, connecting technology investment to quantifiable enterprise results.

Governance, Value Realization, and Growth

· Establish executive governance structures (steering committees, QBRs, etc.) that ensure accountability, transparency, and alignment at every stage of the customer lifecycle.

· Proactively identify risks to customer health and value realization; engage internal experts to resolve issues before escalation; activate proactive investment (defensive and offensive) as part of the broader customer relationship.

· Measure and communicate transformation success through a consistent, outcome-based framework that drives retention, expansion, and advocacy.

Cross-Functional Leadership

· Lead through influence—aligning dotted-line and matrixed teams across Delivery, Support, Success, Product, Sales, and Partners to drive unified outcomes.

· Bridge strategy and execution, ensuring that customer insights are captured and translated into product and go-to-market innovation.

Job Responsibilities

· Translate ServiceNow capabilities into clear narratives aligned with the customer’s strategic priorities, while defining shared transformation goals and adoption roadmaps that support business expansion and operational objectives.

· Orchestrate a unified approach to deliver on the transformation at our most strategic customers – across CEG and other teams (Impact, Expert Services, Now Next AI, Now Next

CRM, etc.) to ensure a one ServiceNow operational and organizational interface for delivery and ongoing governance.

· Rightsize the delivery approach to balance across adoption, time to value, program risk, and governance.

· As needed – Coach and mentor CEG team members to execute effectively across transformation programs at our most strategic customers

· Influence, support and provide thought leadership to the customer during times of ambiguity or conflict.

· Support Business Development efforts for ongoing growth at these strategic accounts.

To be successful in this role you have:

• 10+ years of experience leading enterprise-scale transformation and advisory engagements.
• Proven ability to engage, influence, and inspire C-suite executives across complex global organizations; with exceptional executive storytelling and coalition building capabilities
• Deep understanding of digital transformation, AI adoption, and platform-based innovation.
• Demonstrated success leading through influence in a matrixed leadership environment.
• Proven ability to orchestrate across multiple transformation workstreams, instill operational rigor in program delivery and governance, incorporate relevant measures for early risk detection and mitigation.
• Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a 'start-up paced' environment.

For positions in this location, we offer a base pay of $205,900 - $370,600, 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.

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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