Director, APJ Transformation Office

Company Description
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.
Job Description
This is an opportunity to shape digital transformation strategies for enterprise customers at a pivotal moment in the platform economy. You will combine your transformation expertise with deep platform knowledge to guide customers through their AI and automation journeys, drive adoption of the ServiceNow platform, and deliver meaningful business outcomes that define the future of work.
What you get to do in this role
TRANSFORMATION DELIVERY & EXECUTION

• Lead a portfolio of 8-12 enterprise transformation engagements simultaneously, ensuring successful platform positioning, business outcomes realization, and customer satisfaction across diverse industries and use cases
• Build holistic transformation frameworks from discovery and design through implementation and value realization, partnering with Sales, Solution Consulting, Customer Success, and Professional Services teams
• Act as a bridge between customers, sales teams, and delivery organizations, ensuring transformation requirements inform platform capabilities meet real-world business needs
• Drive adherence to transformation methodologies, best practices, and repeatable playbooks across customer engagements, identifying lessons learned and scaling what works

STRATEGY & INNOVATION

• Develop the strategic vision and roadmap for how client organization approaches AI-powered enterprise transformation
• Build and maintain transformation frameworks, methodologies, and toolkits that codify best practices for platform-led business transformation across different industries, functions, and maturity levels
• Identify emerging customer transformation patterns and use cases, collaborating with Sales and Product to translate insights into platform innovation and go-to-market strategies
• Partner with Marketing and Sales to develop thought leadership content, customer success stories, and transformation best practices that establish the organization as the trusted advisor in platform-led transformation

TEAM LEADERSHIP & ENABLEMENT

• Lead and develop 1-3 Customer Advocates providing coaching, mentorship, and career development
• Establish a culture of customer obsession, operational excellence, and continuous learning where team members can deliver their best work and grow their careers

STAKEHOLDER ENGAGEMENT & EXECUTIVE ADVISORY

• Serve as a trusted advisor to C-suite and senior executives at client organizations, guiding them through strategic decisions on AI, CRM, operating model redesign, and change management
• Deliver executive workshops, transformation assessments, and business case development that help customers articulate their vision, secure stakeholder buy-in, and mobilize their organizations
• Lead quarterly business reviews (QBRs) with strategic customers, demonstrating value delivered, co-creating future roadmaps, and identifying expansion opportunities
• Represent the organization at industry events, customer advisory boards, and executive roundtables, sharing transformation insights and building the company's reputation as a transformation leader
• Cultivate deep relationships with customer champions and executive sponsors, ensuring transformation initiatives maintain momentum and executive support through organizational changes

Qualifications
To be successful in this role you have:

• Experience & Leadership - 15+ years of progressive leadership experience driving large-scale technology transformation and delivering measurable business outcomes across enterprise organizations. Prior experience as a Director or Senior Manager leading transformation initiatives, platform implementations, or digital innovation programs with demonstrated impact on business performance and user adoption.
• Platform & Technology Expertise - Strong knowledge and hands-on expertise in enterprise platforms such as ServiceNow and/or competitor ecosystems, including practical experience with AI-enabled automation and workflow tools. Understanding of how modern SaaS/PaaS platforms drive operational efficiency and business transformation.
• Transformation & Innovation Capability - Proven track record leading cross-functional transformation initiatives that leverage AI-driven insights, automation, and modern platforms to enhance workflows, decision-making, and operational performance. Experience translating business challenges into platform-enabled solutions.
• Communication & Executive Engagement - Excellent presentation and stakeholder management skills, with experience delivering executive briefings, customer workshops, and transformation roadmaps. Comfortable engaging with senior business and technology leaders as a trusted advisor on platform strategy and transformation journeys.
• Collaboration & Impact - Demonstrated ability to collaborate effectively across Engineering, Sales, Delivery, and Customer Success teams. Strong business acumen with the ability to connect technology capabilities to business value. Thrives in fast-paced, growth-oriented environments and brings adaptability, strategic thinking, and results-driven leadership.

Additional Information
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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