Sr. Director Business Operations, Global Brand Marketing

ServiceNow is seeking a highly motivated and experienced Senior Director of Business Operations for Global Brand Marketing (GBM). In this role, you will work closely with the SVP of Global Brand Marketing to provide strategic support, facilitate communication and collaboration, drive operational efficiency, and ensure the successful execution of key initiatives. You will be an essential partner to the SVP of GBM, enabling the achievement of organization-wide goals and the overall success of ServiceNow's brand strategy. You will be self-directed, comfortable with ambiguity, and excel at communications in a fast-paced environment while delivering high-quality results. You will develop relationships across the highest levels of the organization and leverage knowledge of our culture, goals, and business approach to enable organizational clarity, effectiveness, and impact across ServiceNow. As the Senior Director of Business Operations, you will lead a team whose primary purpose is to scale our brand and streamline how we operate through AI-native workflows and tooling.

What You Get In This Role

• Strategic Partnership – Collaborates closely with the SVP of GBM to understand the vision, objectives, and priorities of the team, marketing and ServiceNow. Provides strategic advice, recommendations, and insights to inform decision-making and drive organizational success.
• Business Operations – Defines, designs, lands and manages the GBM’s rhythm of business (ROB). Works with senior leaders inside GBM and across ServiceNow to achieve key outcomes. Standardizes interlocks with other key stakeholders across the business. Drives business review cadence and connectivity across GBM functions and identifies actions to improve performance while anticipating challenges.
• Leadership Influence – Advises on team structure, prioritization and acts as a proxy across the leadership team in critical business settings. Builds and manages relationships with senior stakeholders to drive the global brand marketing vision and goals. Owns the communication strategy and key messages related to GBM, culture, and employee relations. Leverages expertise to influence and support people management.
• Operational Excellence – Develops and implements operational processes, systems, and frameworks to streamline work, improve efficiency, and enhance GBM effectiveness. Identifies areas for process optimization and drives initiatives to roll out best practices from Strategic Marketing Operations.
• Project and Program Management – Leads and oversees key GBM cross-functional projects and initiatives to maximize outcomes through centrally orchestrated integrated plans. Defines scope, objectives, timelines, and deliverables. Coordinates resources, manages dependencies, and ensures successful execution.
• Organizational Health – Monitors and supports team health and culture. Leads culture initiatives and manages organizational blueprint/headcount. Manages operating expenses (OPEX) and budget procedures. Handles internal health measures and KPI management.

Qualifications

• Experience integrating AI into work processes, decision-making, or problem-solving; familiarity with AI-powered tools, automation of workflows, and AI-driven insights.
• Bachelor's degree in marketing, business administration, or related field (Master's degree preferred).
• Ideal candidate combines creative/brand agency experience with internal brand team experience as an operational leader and understands the creative process and building a global brand.
• AI-native leader with proven experience embedding AI into creative operations, workflow orchestration, and global content production.
• Proven track record of driving operational efficiency and process improvement within a marketing organization.
• Excellent project management skills with the ability to lead cross-functional teams and manage multiple initiatives.
• Ability to influence senior stakeholders and advocate within a large, dynamic, matrixed environment.
• Exceptional communication skills (interpersonal, verbal, written, presentation) with attention to detail.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• 15+ years of experience in Brand and/or marketing operations, with focus on strategic program and/or project management in enterprise-level, matrixed organizations, coordinating across global stakeholders and complex interdependencies.

For positions in this location, we offer a base pay of $216,500 - $389,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Base pay is a guideline and total compensation varies by qualifications, location, and other factors. Benefits include health plans, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.

Additional Information

• Work Personas – ServiceNow uses work personas (flexible, remote, or in-office) based on the nature of work and location. Eligibility for a work persona may involve checking distance to the closest office.
• Equal Opportunity Employer – ServiceNow is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other protected category. Individuals with arrest or conviction records will be considered in accordance with legal requirements.
• Accommodations – We provide accommodations for applicants who require them. Contact globaltalentss@servicenow.com for assistance.
• Export Control – Some roles may require export control approvals; employment is contingent on obtaining any required licenses or approvals.

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