Director, GenAI - Customer Outcomes

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 — ServiceNow 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.

Position Summary: We are seeking a forward-thinking, experienced Director of GenAI  to lead the development and technical execution of Generative AI initiatives for Customer Outcomes. The ideal candidate will have a strong knowledge of the ServiceNow platform, extensive experience delivering complex professional services implementations and proven capability developing GenAI solutions and accelerators. This role will focus on driving growth, enhancing efficiency, and improving client outcomes through the strategic implementation of GenAI solutions and services.

What you get to do in this role: 

• Technical Strategy Execution: Drive the execution of our Generative AI strategy, ensuring alignment with organizational goals and objectives.
• GenAI Delivery Expertise: Leverage deep technical expertise in GenAI to enhance service innovation and delivery excellence.
• GenAI Adoption: Increasing the pace and volume of GenAI products and process within the organization.
• Transformation Leadership: Lead a dedicated technical team focused on GenAI initiatives, providing direction and support to ensure successful execution.
• Team Development: Mentor and develop team members' skills in GenAI technologies, fostering a culture of continuous learning.
• Sales strategy and velocity: Influence seller activity and approach to increase services seller productivity by building GenAi assets that facilitate our sales team and align with license sales, creating a catalog of repeatable and reusable services. 
• Stakeholder & Customer Engagement: Engage with key stakeholders, including customers, to refine GenAI initiatives based on service needs and feedback.
• Best Practices Implementation: Champion best practices in GenAI to foster a culture of continuous improvement and innovation.
• Market Insight: Stay abreast of the GenAI market and ecosystem to inform strategy and maintain competitive edge including aligning to industry and domain specific solutions.
• Results Orientation: Cultivate a results-driven culture, ensuring GenAI initiatives meet objectives and KPIs.
• Alignment and Integration: Collaborate with other departments to integrate GenAI initiatives with company-wide strategies.

To be successful in this role you have:

• 10+ years in a global professional services or consulting organization, managing various aspects of strategic delivery, customer management, sales, delivery, and operations / 3+ years people management.
• Bachelor’s degree in engineering, business administration, or a related field.  Master's degree preferred.
• Demonstrated leadership in strategic and technical initiatives, with a focus on technology and GenAI.
• Strong understanding of GenAI technologies and their business applications.
• Experience with software delivery across numerous industries.
• Exceptional communication and interpersonal skills, with the ability to build effective relationships and influence stakeholders at all levels.  
• Excellent writing and presentation skills and the ability to generate and communicate meaningful growth metrics.  
• Ability to work in a fast-paced, dynamic environment and adapt quickly to changing priorities.  
• Clear understanding of the metrics that govern services organizations and the interrelation between them.  

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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