ServiceNow
10001+ employees
About ServiceNow
ServiceNow is a leading cloud computing company that specializes in digital workflows to help enterprises automate and manage their IT operations, employee workflows, and customer service processes. Founded in 2004, the company provides a comprehensive platform that enables organizations to improve operational efficiencies, reduce costs, and enhance user experiences through automation and AI-driven insights. ServiceNow's products span IT service management, IT operations management, HR service delivery, and customer service management, positioning it as a critical partner for digital transformation across industries. With a strong market presence and a commitment to innovation, ServiceNow serves thousands of customers worldwide, driving enterprise productivity and agility.
4 months ago
ServiceNow Director, Business and Technical Operations
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Description
- The Director, Business and Technical Operations at ServiceNow is responsible for acting as the GM of Operations for the Connected Customer Experience (CCX) team within Digital Technology.
- The role includes managing business, engineering, and product operations, translating strategy into actionable plans, owning P&L, and driving operational excellence.
- The position involves designing and running business rhythms, standardizing planning and reporting, optimizing headcount and vendor plans, and maintaining a scorecard linking digital adoption and customer satisfaction to financial outcomes.
- The director will partner with engineering leaders to evolve operating models, define key metrics, and improve platform reliability.
- They will establish product operations frameworks, align roadmaps with company OKRs, and leverage ServiceNow and AI to automate workflows and identify AI opportunities.
- The role also emphasizes driving organizational health, change management, and building strong cross-functional partnerships.
- The ideal candidate has over 12 years of experience in SaaS or digital product operations, with at least 3 years leading teams and influencing senior leaders, and a proven track record of operational transformation and excellence.
- The position offers a salary range of $189,100 to $331,000, plus benefits including health plans, 401(k), ESPP, flexible spending, and family leave programs.
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Requirements
- 12+ years of experience in business operations, product operations, engineering operations, or related roles in SaaS or digital product organizations.
- 3+ years leading teams and influencing senior leaders in a matrixed environment.
- Demonstrated experience owning or heavily influencing a P&L or large operational budget.
- Proven track record driving operational excellence and transformation across product and/or engineering teams.
- Strong familiarity with modern product and engineering practices (Agile/Scrum, portfolio management, product analytics, DevOps/SRE concepts).
- Advanced analytical skills: able to define metrics, build dashboards, and communicate insights for executive decisions.
- Excellent communication and stakeholder management skills; comfortable working with SVP-level leaders and cross-functional teams.
- Experience using or integrating AI and automation into business processes and decision-making is a plus.
- Bachelor’s degree in business, engineering, computer science, or related field; MBA or equivalent experience preferred.
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Benefits
- Health plans including flexible spending accounts
- A 401(k) Plan with company match
- ESPP (Employee Stock Purchase Plan)
- Matching donations
- Flexible time away plan
- Family leave programs