Director, Strategic Programs & Business Operations

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.

Role Overview You will drive HRSD's most critical cross-functional priorities and strategic initiatives, operating at the intersection of strategy and execution and setting the standard for how high-impact programs are designed, governed, and run at scale. You identify, prioritize, and accelerate programs of the highest complexity with quantifiable impact on revenue, market position, and competitive advantage. You operate as an AI-native program manager and strategic operator who thinks deeply but loves getting into details. This is an individual contributor role with full strategic authority and accountability for outcomes. What You Get to Do in This Role Strategic Program Ownership Drive large-scale, high-visibility cross-functional strategic initiatives for HRSD. Identify, prioritize, and accelerate programs of the highest complexity with quantifiable impact on revenue, market position, and competitive advantage. Translate business objectives into execution strategy both tactical and strategic and take full ownership of technical project planning and delivery from conception through transition to operations. Strategic Planning & Program Design Organize complex, ambiguous problems into prioritized milestones, deliverables, dependencies, and success criteria. Design programs to deliver specific strategic outcomes and drive relentless accountability against them. Establish business rhythm and operating cadences (QBRs, monthly forums, weekly alignment) that connect strategy to execution. Set the standard for how high-impact programs are designed and governed at scale. Governance & Leadership Establish governance frameworks and lead executive-level meetings and cross-functional events. Serve as the go-to source of leadership, transparency, and visibility, clearly communicating objectives, status, risks, and results while ensuring surgical execution and handoffs across workstreams. Ensure robust processes for managing risk, change, resources, and financials. Cross-Functional Orchestration Develop trusted relationships with key stakeholders, technology leaders, and functional heads to drive focus on strategic program objectives and optimize program delivery. Facilitate strategic alignment across product, engineering, design, research, marketing, and GTM. Identify and resolve cross-functional dependencies before they become blockers. Hold resources accountable for their responsibilities within programs. AI-Native Program Management Operate as an AI-native program manager. Use AI to synthesize intelligence across workstreams, surface risk signals early, ensure data informs decision-making, draft and tailor communications at speed, direct AI agents, and provide leadership with actionable, forward-looking intelligence. Develop software-based or AI-driven solutions to replace repeatable operational tasks. Foster an environment of autonomy, transparency, and continuous improvement. Process & Capability Building Develop and implement scalable processes, templates, and training to ensure program delivery and process adoption. Oversee change management efforts, guiding teams through organizational