Director, Role & Org Excellence – Customer Excellence Group

About the role

This strategic leadership role will shape and scale the operating model for ServiceNow’s Customer Excellence Group. You will design role mandates, competency frameworks, collaboration models, and organizational design principles, driving adoption across the group.

Key responsibilities

• Own role mandates and design architecture – define and maintain clear role definitions, scope, and accountability.
• Evolve the collaboration model – define role interactions, manage interdependencies, resolve friction, and support transformation initiatives.
• Maintain the org design blueprint and lead the Org Design Board – ensure design principles are current, consistent, and governed.
• Champion role communities – establish scalable community models, enable leadership, and use insights to improve effectiveness.
• Partner on transformation initiatives – act as an organizational design subject‑matter expert and thought partner.
• Build stakeholder alignment – collaborate with Geo Leads, Business Managers, HR, and Change Champions to drive adoption.

Required profile

• Proven expertise in organizational design, role architecture, and operating model development.
• Ability to translate business priorities into scalable role architecture and optimize cross‑functional interactions.
• Exceptional executive presence, influence, and stakeholder‑management skills.
• Experience operating at strategic, systemic, and operational levels.

Required skills