Director, Role & Org Excellence - Customer Excellence Group

Responsibilities:

• Own role mandates and design architecture—define and maintain clear role definitions, scope, and accountability across CEG.
• Evolve the collaboration model—define how roles interact, manage interdependencies, resolve friction points, and act as a thought partner to transformation initiatives.
• Maintain the org design blueprint and lead the Org Design Board—ensure organizational design principles remain current, consistent, and effectively governed.

Qualifications:

• Proven expertise in organizational design, role architecture, operating model development, and organizational effectiveness within large, complex organizations.
• Familiarity with ServiceNow’s platform, products, and Customer Excellence operating model.
• Experience building and scaling role communities, communities of practice, or capability networks.

Preferred Qualifications:

• Experience in Chief of Staff, Strategic Operations, Organizational Effectiveness, or similar roles.
• 12+ years of experience in organizational design, strategic operations, management consulting, business transformation, or related leadership roles within a global technology or SaaS environment.
• Exceptional executive presence, communication, and stakeholder management skills.