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Senior Director of Technology Strategy & Implementation

Element AI

Element AI

IT, Sales & Business Development
San Diego, CA, USA
Posted on Monday, June 3, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

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™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

We are seeking a dynamic and visionary Senior Director of Technology Strategy & Implementation to play a pivotal role in driving technology initiatives within our Customer Service & Support organization. This individual will define and execute implementation roadmaps, enhance processes, and drive the development of point tools to deliver exceptional customer experiences. As a senior leader, you will oversee a diverse team including business product managers, process managers, system engineers, and developers. The ideal candidate will possess a strong technological background, strategic acumen, and a relentless focus on customer satisfaction, process discipline, and achieving desired outcomes.


  1. Strategy and Vision:
    • Define and drive the technology strategy and vision for Customer Service & Support.
    • Identify opportunities for innovation and optimization to enhance the overall customer experience.
    • Collaborate with executive leadership to align technology initiatives with organizational goals.
  2. Roadmap Development:
    • Develop and maintain implementation roadmaps focused on delivering exceptional customer support experiences.
    • Prioritize initiatives based on their potential impact on customer satisfaction and operational efficiency.
    • Drive the execution of roadmap initiatives, ensuring alignment with established timelines and budgets.
  3. Process Optimization:
    • Define and improve processes related to customer technical support, ensuring consistency and efficiency.
    • Implement and enforce best practices and standards to enhance operational effectiveness.
    • Continuously monitor and refine processes to adapt to changing business needs and customer requirements.
  4. Point Tool Development:
    • Lead the development of point tools aimed at streamlining support processes and improving customer outcomes.
    • Collaborate closely with development teams to design and implement innovative solutions.
    • Ensure that point tools are customer-focused and align with business objectives.
  5. Team Leadership:
    • Oversee a multidisciplinary team including business product managers, process managers, system engineers, and developers.
    • Provide mentorship, guidance, and support to foster a culture of continuous improvement and customer focus.
    • Drive recruitment efforts to attract top talent and build high-performing teams.
  6. Stakeholder Engagement:
    • Engage with stakeholders across the organization to understand customer needs and priorities.
    • Advocate for the customer within the organization, ensuring that technology initiatives are aligned with customer expectations.
    • Build strong relationships with internal stakeholders to gain buy-in and support for technology initiatives.


To be successful in this role you have:

  • Bachelor's degree in Computer Science, Engineering, or related field; Master's degree preferred.
  • 20+ years of experience in technology leadership roles, with a focus on customer technical support or related areas.
  • Proven track record of defining and executing technology strategies that drive customer satisfaction and business value.
  • Strong process discipline with experience in optimizing support processes for efficiency and effectiveness.
  • Exceptional leadership capabilities to promote CSS’s vision while reducing the noise from other competing priorities.
  • Experience managing multidisciplinary teams and fostering a collaborative work environment.
  • Excellent communication and stakeholder management skills, with the ability to articulate complex technical concepts to non-technical audiences.
  • Strategic thinker with the ability to anticipate future trends and opportunities in the technology landscape.
  • Results-oriented mindset with a focus on achieving desired outcomes and delivering exceptional customer experiences.
  • Location: This position offers the opportunity to make a significant impact within our Customer Service & Support business and may require occasional travel.

    Join Our Team: If you are a seasoned technologist with a passion for driving innovation, process excellence, and customer-focused outcomes, we invite you to apply for this exciting opportunity. Come be a part of our dynamic team and help shape the future of Customer Service & Support.


For positions in California (outside of the Bay Area), we offer a base pay of $186,400 - $335,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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