Director of Strategic Initiatives, AMS Customer Excellence Group (CEG)

Responsibilities

• Strategic Program Management & Execution
• Identify and scope initiatives: Collaborate with AMS CEG Leadership and Global transformation teams to identify, scope, and execute strategic programs that drive operational excellence and business growth
• Support high-priority initiative execution: Work cross-functionally with leaders and teams within AMS and across CEG to drive execution aligned with AMS and CEG objectives
• Leverage data for decision clarity: Use internal and external data to drive clarity in decision-making and prioritization across initiatives
• Lead your program management team: Ensure your team is deployed on the right priorities, providing team management, mentoring and oversight
• Cross-Functional Collaboration
• Facilitate strategic communication: Act as a critical interface between AMS CEG and other Global CEG teams and ServiceNow teams (Sales, Solutions Consulting, Product, Industry GTM) on identification, prioritization, and communication of joint priorities and business strategy
• Enable cross-team execution: Help identify, design and drive key cross-functional initiatives across AMS CEG and global and cross-functional teams
• Orchestrate strategic alignment: Facilitate communication between AMS CEG and all cross-functional teams; oversee escalations and collaborate with senior managers for effective issue resolution
• Leadership Alignment & Communication
• Support executive leadership development: Act as an internal influencer and proxy for AMS leadership when required; foster collaboration and high-performance culture; support executive onboarding and leadership alignment on company goals
• Orchestrate leadership alignment meetings: Plan and facilitate AMS CEG leadership meetings to ensure discussions are structured, goal-oriented, and results-driven; manage executive calendars and prioritization
• Oversee AMS communications: Oversee design and execution of communications strategy for AMS CEG, which may include onboarding and overseeing a communications specialist
• Ensure clear prioritization: Communicate business priorities and outcomes across teams; act as a trusted partner to AMS leadership in translating strategy into operational clarity
• Executive Support
• Support customer and partner engagement: Support AMS CEG GVP and extended leadership on select high-priority customer and partner interactions; coordinate scheduling, meeting preparation, briefings, and account team engagement
• Support account escalations and reviews: help identify and escalate critical issues; collaborate with senior managers for effective resolution and tracking; contribute to internal account reviews with analysis and cross-team coordination
• Act as leadership proxy: Serve as an internal influencer and proxy for AMS leadership when required; foster collaboration and a high-performance culture within AMS
• Success Metrics
• Strategic initiative execution: Identification, scoping, and successful delivery of programs that drive operational excellence and business growth aligned with AMS and CEG objectives
• Operational alignment and transparency: Establishing clear prioritization, seamless cross-team execution, and visibility into AMS performance through scorecards and dashboards
• Team performance: Program managers capacity development, retention, and delivery against program objectives
• Cross-functional collaboration: Effectiveness in enabling joint execution with Sales, Solutions, Product, and other teams; strength of interface management
• AMS leadership confidence: Executive team confidence in your ability to bridge strategy with execution, manage escalations, and drive organizational outcomes
• Required Experience:
• 10+ years of experience in strategic program management, operations, business management, or executive support roles in a technology, SaaS, or high-growth organization
• 5+ years of management consulting or experience managing cross-functional initiatives in a complex business environment
• Proven success with strategic program identification, scoping, and execution across geographies and business functions
• Operational excellence mindset: Track record of driving process improvements, operational efficiency, and organizational alignment
• Executive presence: Demonstrated ability to communicate effectively with C-suite and senior stakeholders; skill in translating complex concepts into compelling narratives
• Stakeholder influence: Proven ability to drive alignment across senior leaders, manage competing priorities, and navigate organizational dynamics
• Business and financial acumen: Strong understanding of business strategy, operations, budget management, and financial metrics
• Team

Additional Information

As the Director of Strategic Initiatives for Customer Excellence Group, Americas, you will drive high-impact, cross-functional initiatives and operational excellence for AMS CEG. As a critical member of the AMS leadership team, you will help drive communication and collaboration within AMS CEG as well as with global and cross-functional teams

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