Director, Program Strategy

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 — 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.

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 up stream 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.

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