Director, Program Strategy

Service Now makes work, work better for people. Our cloud-based enterprise platform and products streamline and simplify how work gets done. 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™.

The Strategic Customer Engagements (Elevate) team focuses on driving high-impact strategies that support Service Now’s long-term revenue growth through larger and more complex transactions. The Complex Deal Strategies & Development team this role would be supporting works upstream from the sales cycle—shaping and qualifying strategic opportunities, codifying repeatable pursuit motions, and aligning cross-functional teams to accelerate our largest deals.

One of our key focus areas is a strategic enterprise AI customer program, aimed at identifying and scaling AI-led pursuit plays across our most strategic global customers.

As a Director, Program Strategy – Elevate you will own, design, and scale repeatable deal development motions that directly drive incremental revenue, pipeline creation, and platform adoption across our largest global accounts. This is a builder role, not a PMO role. You will create the motion, not simply coordinate it. This role offers high visibility and cross-functional collaboration across Sales, Industry, Value, Product, Engineering and Executive Customer Advocacy teams.

Priorities & Responsibilities:

Strategic GTM Planning & Execution:

• Develop and refine Now Next AI GTM strategy roadmap, positioning, and opportunity development, taking the motion from strategy through field adoption and measurable revenue impact

• Identify growth opportunities and new GTM motions by analyzing market trends, competitive intelligence, and customer adoption patterns to prioritize white space expansion across departments, industries, and use cases

• Stand up repeatable operating rhythms (quarterly GEO plans, pipeline reviews, field feedback loops) that translate strategy into action

Cross-Functional Stakeholder Management:

• Lead cross-functional alignment across Sales, Product, Engineering, Industry, and Value teams to drive one unified AI platform story

• Partner with Applied AI Field Deployment Engineering team on customer readiness assessments and establishing feedback loops from technical engagements to inform roadmap priorities and GTM playbook refinements

• Break down silos and competing initiatives to create a single, prioritized field motion

• Influence senior leaders (GEO VPs, Area leaders, product executives) to secure focus, resources, orchestrating unified AI Platform positioning and solidifying sponsorship

Field Enablement & Sales Methodology:

• Equip sellers with simple, high-impact tools and narratives that win executive conversations

• Provide white-glove support for strategic accounts with discovery coaching, account-specific AI opportunity assessments, value narrative development, executive presentation preparation, and win/loss retrospectives to extract insights and refine positioning approach

Program Analytics & Continuous Optimization:

• Define success metrics tied to pipeline creation, win rates, ACV expansion, FDE builds and platform adoption

• Report program impact through executive business reviews with actionable recommendations (accelerate/fix/invest) and quarterly GTM retrospectives identifying optimization opportunities and strategic pivots

• Continuously refine the motion based on field signals and customer outcomes

What Great Looks Like:

• Has personally launched or scaled a new GTM motion or program in a tech sales organization

• Comfortable operating with ambiguity and building structure from scratch

• Earns trust quickly with frontline sellers and senior executives alike

• Bias for action over perfection

• Thrives in fast-paced, entrepreneurial environments with competing priorities

• Known for getting things done, not just aligning stakeholders

• 12+ years of experience in strategy consulting, enterprise SaaS go-to-market, sales/sales operations, or strategic program management, ideally with exposure to software, corporate strategy, or business development.

• 2-3+ years Sales experience in a direct quota carrying role a plus

• Bachelor’s or Master’s degree in Business, Engineering, IT, or a related discipline.

• Strong business acumen and problem-solving skills; able to translate customer priorities into actionable commercial strategies.

• Exceptional communication skills—capable of delivering concise executive summaries, slides, and stakeholder updates.

• Proficient in Excel, PowerPoint, and common SaaS tools; experience with dashboards or reporting tools is a plus.

• Demonstrated ability to manage cross-functional initiatives and influence stakeholders in fast-paced, matrixed environments.

• Highly organized self-starter with strong time management, a growth mindset, and a collaborative, team-oriented approach.

• Curiosity about AI and interest in shaping enterprise use cases—technical expertise not required but storytelling ability is valued. Your superpower is strategically connecting the dots.

For positions in this location, we offer a base pay of $173,200 - $303,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

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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 — Service Now 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.