Senior Director, Strategic Customer Transformation

ServiceNow is a global market leader in Information Technology and Services, focusing on innovative AI-enhanced technology. The Senior Director, Customer Transformation will work with strategic customers to drive value from their ServiceNow investments by collaborating with key stakeholders and ensuring operational rigor and customer intimacy.

Responsibilities:

• Serve as the executive point of contact and trusted advisor to the most strategic accounts, partnering directly with C-suite leaders to align transformation objectives to measurable business outcomes
• Guide customers in realizing the full potential of the ServiceNow platform, connecting technology investment to quantifiable enterprise results
• Establish executive governance structures (steering committees, QBRs, etc.) that ensure accountability, transparency, and alignment at every stage of the customer lifecycle
• Proactively identify risks to customer health and value realization; engage internal experts to resolve issues before escalation; activate proactive investment (defensive and offensive) as part of the broader customer relationship
• Measure and communicate transformation success through a consistent, outcome-based framework that drives retention, expansion, and advocacy
• Lead through influence—aligning dotted-line and matrixed teams across Delivery, Support, Success, Product, Sales, and Partners to drive unified outcomes
• Bridge strategy and execution, ensuring that customer insights are captured and translated into product and go-to-market innovation
• Translate ServiceNow capabilities into clear narratives aligned with the customer’s strategic priorities, while defining shared transformation goals and adoption roadmaps that support business expansion and operational objectives
• Orchestrate a unified approach to deliver on the transformation at our most strategic customers – across CEG and other teams (Impact, Expert Services, Now Next AI, Now Next CRM, etc.) to ensure a one ServiceNow operational and organizational interface for delivery and ongoing governance
• Rightsize the delivery approach to balance across adoption, time to value, program risk, and governance
• As needed – Coach and mentor CEG team members to execute effectively across transformation programs at our most strategic customers
• Influence, support and provide thought leadership to the customer during times of ambiguity or conflict
• Support Business Development efforts for ongoing growth at these strategic accounts