Senior Director, Digital Technology Operations

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

ServiceNow is looking for an inspirational leader to join to the rapidly growing Digital Technology organization (DT), who will be responsible for accelerating and delivering critical operations across our Digital Technology. This person will:

• Drive and manage all facets of ServiceNow’s Digital Technology operations, including DT – Corporate infrastructure.
• Own and lead the connective tissues across ServiceNow’s Digital Technology organization and within ServiceNow’s cross-functionally.
• Inspire the teams to innovate and scale as ServiceNow continues its growth trajectory.
• Enable us to grow and scale ServiceNow’s business in a healthy and sustainable manner and continue accelerate the operational value and complex organizational initiatives.
• Drive Digital Technology operational excellence to stay nimble and scale with growth.
• Influence ServiceNow’s digital strategies.
• Inspire customers with world-class operational experiences.

Key Responsibilities

You will be a key member of a scaling, highly innovative organization, and the core leadership team responsible for providing a frictionless operations that inspires thousands of customers and employees across their digital experience journeys. By joining us on this mission, you have the rare opportunity to:

• Shape an innovative Digital Technology Operations culture through engineering. research, development, experimentation, and strategic thinking.
• Drive rapid, informed decision-making processes to keep all services and programs on-track in achieving operational goals and exceeding our customer’s needs.
• Champion an inspirational vision for a global operations team and define a clear path forward for DT operations.
• Partner with executives across DT organizations on scaling ServiceNow’s business and enabling new business models through innovation and technology.
• Ensure that all business applications and services exceed our customer’s expectations in terms of performance, scale, reliability, and functionality.
• Participate in deep technical design discussions within your team, across partner teams, and ensure that we’re delivering exceptional, highly available, high velocity digital experiences, business applications and infrastructure for our partners.
• Provide a vision and execution strategy to enhance our overall operational efficiency and effectiveness across business applications and digital technology platforms and infrastructure.

Qualifications

Key Qualifications

ServiceNow is looking for executive experience managing a large-scale, global SaaS digital services and operations organization. We are seeking a confident, design-thinking leader, with high EQ, and a passion for driving scale, transforming culture, organizational effectiveness, and increasing productivity using dynamic leadership, data-driven problem solving, and process improvement methodologies. Additionally:

• An entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry.
• Setting the Strategy:
• Ability to think strategically, understand the big picture and connect the dots between strategy and operational priorities, as well as translate the strategy into effective execution and tangible outcomes
• An excellent communicator who can successfully communicate with both technical and non-technical stakeholders. You have excellent spoken and written communication skills necessary to manage a globally distributed team.
• Proven ability to gain trust, collaborate with, and influence executive leadership and working teams, demonstrate authority and credibility to act, make sound decisions, and drive alignment.
• Technical depth that allows you to build credibility with your team to execute product, systems, and engineering strategies.
• Deep ITSM, Infrastructure And Operations experience with 15+ years of experience in large-scale enterprise senior leadership roles driving IT Operations, and Digital Infrastructure.
• Deep financial acumen and managed budgets of several millions of dollars. Understand the financial impacts of decisions on your organization and ServiceNow.
• People want to work with you; you understand both the domestic and global market for talent and know how to attract them to your team.
• The ability to create and articulate an inspiring vision for the organization, not only for the areas they are directly responsible for, but the enterprise as a whole.
• Strong understanding of the ‘heart of the business’ and experience working directly or indirectly with various business functions and multiple aspects of the business value chain, from business and product development to downstream support operations.
• The inclination to seek and analyze data from a variety of sources to support decisions and to align others with the organization's overall strategy.
• Creative thinking, flexibility, and adaptability, with the ability to bring new ideas and approaches to the table, as well as the ability to tailor the approach to meet ServiceNow’s needs and quickly pivot as business circumstances evolve.
• Significant experience and expertise supporting and leading operational excellence initiatives and cross-functional strategic programs along with building, mentoring, and scaling teams and processes.
• The ability to effectively balance the desire/need for broad change with an understanding of how much change the organization is capable of handling, to create realistic goals and implementation plans that are achievable and successful.
• A Leader by example by rolling-up your sleeves and contribute tactically along-side your team.
• Energetic self-starter with a strong sense of ownership and proven track record for getting things done in a high-growth, high velocity, sometimes ambiguous environment.

Qualifications – The Person

The ideal candidate will be a team builder, team player, and a leader. They will have the personal drive, passion, and enthusiasm to both understand and successfully navigate a fast-growing company, striving toward digital market leadership in a new and evolving marketplace. The ideal candidate is a results-oriented, charismatic, and empathetic leader with both strategic and operational experience in a high-growth organization. Additional traits of the ideal leader:

• A combination of personality traits — collaborative nature, honesty, integrity, intensity, and passionate — necessary to blend with the rest of the executive management team.
• Strong operational and automation experience in IT
• The market knowledge and domain credibility to interact with the analyst community, and to identify and leverage opportunities for disruptive product development.
• Excellent analytical, problem solving, and communication skills; able to convey complex ideas in a clear, concise manner both verbally and in writing; comfort in business and technical discussions.
• A multi-dimensional thinker who operates not only on the basis of important past experiences but is also forward-thinking and creative with their strategy based on customer feedback and market developments.
• The intellect and the executive presence to become a true business partner across the corporate and field functions – someone who is capable of contributing to broader business conversations beyond their functional expertise.
• Effective at building relationships, collaborating, and influencing others; experience working with senior executives across various geographies and functions.
• The entrepreneurial mindset and self-starter orientation; comfort with ambiguity and drive to take on new challenges and responsibilities.
• The sophistication, executive presence, and broad leadership qualities of a leader at scale – the ability to drive discipline and transformation within large company environment, and to leverage that expertise to improve and enhance the product function of a growing business.
• Inspire teams to innovate and with an inclination towards challenging the status quo.

Additional Information

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 [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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