Director, Customer Advocate at ServiceNow

Stockholm, Stockholm, Sweden -

Full Time

Start Date

Immediate

Expiry Date

22 Dec, 25

Salary

0.0

Posted On

23 Sep, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Design Operations, AI Integration, UX Management, Creative Leadership, Project Management, Communication Skills, Data Analysis, Team Leadership, Process Improvement, Budget Management, Stakeholder Management, KPI Development, Collaboration, Detail Orientation, Problem Solving, Vendor Management

Industry

Software Development

Description

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 — 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. Job Description What you get to do in this role DESIGN OPERATIONS Oversee the smooth running of our rapidly growing 25+ person in-house Digital Design organization, ensuring effective decision making, cross-functional collaboration, and a positive team experience Manage a portfolio of external creative agencies and develop a strategy to scale work. Oversee briefs, onboarding, SOWs, SLAs, negotiation, invoices, project timelines and deliverables, etc. Own tooling for the design team, managing relationships with partners such as Figma, UserTesting.com, managing contract renewals, introducing new tools and training for the team Provide stakeholders with visibility, tracking projects, resource use, team performance, and project health Act as a bridge between design, product management, engineering, and stakeholders, ensuring interdependencies are understood and planned for Coordinate across internal stakeholders (marketing, PMM, brand, legal, IT) and external stakeholders (creative agencies) to drive adherence to our design processes, SLAs, design system, and best practices Deliver team status updates weekly for visibility into all current and anticipated projects, including important milestones, risks, budget tracking, and resource planning STRATEGY Plan the goal state for future design operations and build a roadmap to accomplish it. Plan and manage headcount, budgets, forecasts, vendors, and contractors Develop design operations KPIs and evolve year-over-year as operational maturity increases Identify and rationalize the build-out of design operations team resources required for design organization success Contribute to the long-term strategy and development of the department TEAM LEADERSHIP Function as a key member of the design leadership team, establishing an environment and culture where team members can do their best work Support the Sr. Director with daily operations, including process improvement, workflows, best practices, documentation, facilitating team meetings, design reviews, and all-hands Manage, coach, and inspire a small team of Design Program Managers/Producers, by providing vision and direction Facilitate communications to ensure design leadership team is maintaining operational effectiveness Own our team’s career development from identifying resources and skills, hiring process, onboarding new members, and defining design role level Qualifications To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 10+ years of experience managing operations for a large UX or Creative organization for notable websites Established or built a Design Operations department from the ground-up 5+ years of management experience leading operations or program teams Thorough understanding and appreciation of Design and UX processes and disciplines Experience leading large scale and complex programs across multiple teams Excellent communication skills Ability to identify sources of data and processing needs to achieve KPI dashboards for design, consultancy, or service organizations Proven ability working in fast-paced environments with shifting priorities while managing tactile deliverables and meeting deadlines Experience in sharing ideas and presenting solutions to Sr. management Ability to maintain strong rapport with teammates, and stakeholders from cross-functional teams An incredible eye for detail and obsessively meticulous Additional Information 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Responsibilities

Oversee the operations of a large in-house Digital Design organization, ensuring effective collaboration and decision-making. Manage external creative agencies and develop strategies for scaling work while providing visibility into project health and team performance.