Senior Manager, Digital Content Strategy

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

About the Role

At Service Now,we'rereimagining how digital experiences help buyers discover, evaluate, and adopt our products in an AI-first world.

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Digital Content Strategy to define how content powers those experiences. This leader will shape the narrative systems, content architecture, editorial standards, and governance that connect our business strategy to customer experiences across  and our broader digital ecosystem.

This role combines strategic content leadership with a strong editorial point of view.

You'llhelp define what content should exist, where it belongs, how it should be structured, and how it evolves to support buying groups, personalization, AI-powered discovery, and measurable business outcomes.

You'llalso raise the quality bar for how Service Now communicates across its digital experiences—bringing clarity, consistency, and editorial judgment to everything we publish.

You'llpartner with Experience Strategy, Experience Architecture, Product Marketing, Brand, UX, SEO, Analytics, and Engineering to transform our digital experiences from collections of pages into intelligent, connected systems that serve customers—and increasingly, AI agents.

What You'll Do

• Own the strategic framework for how Service Now tells its story across digital experiences.
• Translate business priorities, product strategy, and buying-group journeys into narrative frameworks, content models, and reusable experience patterns.
• Ensure every experience reinforces a coherent story while adapting to different audiences, buying stages, and channels.
• Develop content strategies that balance customer needs, business objectives, search behavior, and AI discoverability.

Build AI-Ready Content Systems

• Define structured content models that improve discoverability across traditional search, AI-powered search, conversational experiences, personalization engines, and emerging agentic interfaces.
• Develop approaches that make content modular, reusable, andoptimizedfor both humans and machines.
• Help shape how Service Now's content strategy evolves as AI fundamentally changes how buyers discover, evaluate, and consume information.
• Partner with Engineering and Experience Architecture to ensure our content foundation is ready for the next generation of digital experiences.

Shape Digital Experiences

• Partner closely with Experience Strategy to define the content strategy behind our highest-value customer journeys.
• Work alongside Experience Architecture to ensure information architecture, navigation, metadata, taxonomy, and content structure reinforce customer goals.
• Collaborate with Product Marketing and Brand to translate messaging into effective digital experiences.
• Guide content strategy for flagship experiences including homepage, product pages, solution journeys, launches, campaigns, and emerging AI experiences.
• Serve as the editorial steward for Service Now's digital experiences, ensuring content is clear, consistent, useful, and aligned with our voice and customer needs.
• Establish editorial standards that balance Product Marketing objectives, customer understanding, SEO, AI discoverability, and digital experience quality.
• Review high-impact digital experiences and provide strategic editorial direction—not simply line edits—to improve clarity, narrative flow, and customer comprehension.
• Partner with copywriters, Product Marketing, Brand, Creative, and UX Writing to elevate the overall quality of Service Now's digital storytelling.
• Identifyduplication, fragmentation, and unnecessary complexity across our digital ecosystem, helping simplify our content portfolio over time.
• Bring strong editorial judgment to what , ensuring every experience earns its place and advances the customer journey.

Lead Content Governance

• Establish scalable governance, standards, playbooks, and best practices that improve consistency while enabling teams to move faster.
• Define lifecycle strategies for creating, evolving,consolidating, and retiring content across a complex global website.
• Lead strategic content audits andidentifyopportunities to simplify, modernize, and improve our digital ecosystem.
• Develop reusable frameworks and guidance that empower distributed teams whilemaintaininga…