Director, Workplace Services - Capital Projects

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
The Director, Global Workplace Design & Construction is a senior leadership role. You'll be responsible for the strategic direction, oversight, and delivery of a diverse global portfolio of capital projects. This role involves managing teams of Senior Program Managers and Global Designers, who are accountable for end-to-end project success from scenario planning to move-in. You'll ensure all projects align with our global real estate strategy, are delivered within established timelines and budgets, and adhere to the highest standards of quality, innovation, and sustainability. This also includes executing through best-in-class program management governance and processes. A critical aspect of this role is to define, drive, and continuously evolve the 'ServiceNow' office experience, establishing our global design philosophy, aesthetics, and comprehensive design standards and guidelines.
Responsibilities-
Strategic Leadership and Portfolio Management

• Develop and implement a global capital project delivery strategy that aligns with the company's business objectives and real estate portfolio plans.

• Manage a global portfolio of capital projects, with an annual spend of $100M to $200M and 30+ active projects, ensuring consistent delivery across all regions through effective oversight.

• Prioritize and allocate resources effectively across projects, considering business needs, budget constraints, and timelines, delegating execution to Senior Program Managers and Global Designers.

• Provide strategic direction and oversight for all phases of the project lifecycle, from initial concept and design to construction, commissioning, and closeout, through Senior Program Managers and Global Designers.

• Identify and evaluate opportunities to optimize project delivery processes, enhance efficiency, and reduce costs, driving process improvements through the team.

• Lead the establishment and continuous improvement of a global Project Management Center of Excellence (PMCoE) or similar framework to standardize methodologies, tools, templates, and best practices across the capital projects portfolio.

• Develop, implement, and govern key performance indicators (KPIs) and metrics for the capital projects portfolio, ensuring data-driven insights for strategic decision-making and continuous improvement.

• Cross-Functional Support- Collaborate with cross-functional teams (e.g., Finance, Workplace Strategy, Operations, IT, Security, and other relevant departments) to develop scenarios and strategies for future expansion projects. This includes leading efforts on headcount projections, space utilization analysis, and long-term capital planning, with support from the Global Design team.

Design Leadership and Standards Development

• Define and drive the global design philosophy, aesthetic principles, and core design standards that will shape the 'ServiceNow' office experience worldwide, ensuring brand consistency and alignment with our culture.

• Manage a team of Global Designers, providing leadership, mentorship, and guidance.

• Oversee the Global Design team in supporting Senior Program Managers with project design, including scenario planning, test fits, programming, and project scoping.

• Ensure the Global Design team facilitates the design governance process, ensuring projects align with company design standards and objectives.

• Direct the Global Design team in maintaining and updating design guidelines, establishing a learning process to validate the effectiveness of current office designs, and developing appropriate guidelines to support the evolving workplace needs and future of work initiatives.

• Ensure the Global Design team benchmarks against best-in-class examples of office space and remains current with industry trends and developments.

Project Delivery and Execution Oversight

• Oversee the design and delivery of a variety of project types, including tenant improvements in leased buildings, general office space enhancements, executive briefing centers, and campus master planning initiatives at key anchor locations, ensuring alignment with company standards.

• Ensure all projects adhere to the company's design standards, quality requirements, sustainability goals, and applicable building codes and regulations, holding Senior Program Managers accountable for compliance.

• Oversee the coordination of internal teams (e.g., real estate, facilities, IT, security) and external partners (e.g., architects, engineers, contractors, vendors) as managed by Senior Program Managers and Global Designers.

• Develop and maintain project schedules, budgets, and risk management plans at a high level, empowering Senior Program Managers to manage these at the project level, and proactively monitor overall portfolio performance.

• Oversee the implementation of robust issue management, change control, and risk resolution processes across all capital projects to ensure efficient problem-solving and minimize impact on scope, schedule, and budget.

• Implement best practices in project management, ensuring Senior Program Managers utilize standardized processes, tools, and technologies.

• Ensure the implementation of regular project audits and adherence to all contractual obligations and compliance standards across the portfolio.

• Governance Implementation- Implement Design Governance and Project Governance frameworks at key design and project milestones to ensure alignment of scope, schedule, and budget with approved targets.

Team Leadership and Development

• Lead, manage, and mentor a team of 8+ direct reports, including Senior Program Managers and Global Designers, fostering a collaborative and high-performance culture.

• Provide guidance, support, and professional development opportunities1 to Senior Program Managers and Global Designers, enabling them to effectively manage their project teams and design responsibilities.

• Promote effective communication, collaboration, and knowledge sharing within the team and across the organization.

• Establish and maintain strong relationships with internal stakeholders, including senior executives, business unit leaders, and functional departments.

Stakeholder Management and Communication

• Serve as the primary point of contact for senior leadership and key stakeholders, providing regular updates on overall portfolio status, risks, and opportunities.

• Communicate complex project information clearly and concisely, tailoring messages to diverse audiences, while empowering Senior Program Managers and Global Designers to communicate project-specific details.

• Collaborate with stakeholders to define project requirements, establish priorities, and ensure alignment with business needs, incorporating design considerations.

• Manage relationships with external partners at a strategic level, ensuring Senior Program Managers effectively manage day-to-day interactions.

• Change Management Support- Support Employee Change Management initiatives associated with moves to new locations or significant workplace changes, in partnership with HR and Communications departments.

Financial Management and Reporting

• Develop and manage the annual capital project budget, ensuring cost-effective allocation of resources and adherence to financial guidelines.

• Monitor overall project expenditures, track variances, and implement corrective actions to maintain budget control, relying on reports from Senior Program Managers.

• Prepare and present regular reports to senior management on portfolio performance, financial status, and key metrics.

• Ensure compliance with all financial reporting requirements and internal controls.

Qualifications
To be successful in this role, the ideal candidate will possess the following qualifications:

• Bachelor's degree in Architecture, Engineering, Construction Management, or a related field. Master's degree preferred.

• 15+ years of progressive experience in managing complex capital projects, with a focus on design and delivery.

• 10+ years of experience in a leadership role, managing and developing high-performing teams, including program managers and design professionals.

• Proven track record of successfully delivering a diverse portfolio of projects, including tenant improvements, office space enhancements, and campus master planning initiatives, with experience managing teams that execute these projects.

• Extensive knowledge of design and construction principles, practices, and methodologies.

• Deep understanding of project management methodologies (e.g., PMI, PRINCE2) and tools (e.g., MS Project, Primavera).

• Strong financial acumen, with experience in budget development, cost control, and financial reporting.

• Excellent communication, presentation, and interpersonal skills, with the ability to influence and engage stakeholders at all levels.

• Ability to think strategically, solve complex problems, and make sound decisions in a fast-paced environment.

• Strong leadership skills, with the ability to motivate, inspire, and develop team members, particularly in a matrixed environment.

• Demonstrated ability to interpret and apply complex real estate project documents, including agreements, contracts, leases, and work letters.

• Global Project Management Experience

• Experience working in a global organization and managing projects across multiple regions is essential.

• Proven ability to work effectively in diverse global environments and manage complex international projects.

• Design Expertise

• Demonstrated experience in defining and driving a company's design philosophy, aesthetics, and establishing comprehensive design standards and guidelines for physical workplaces.

• Knowledge of sustainability principles and best practices in design and construction.

Preferred Qualifications:

• Experience working in the software or technology industry.

• LEED or other relevant sustainability certification.

• Professional registration as an Architect or Engineer.

• Experience with change management and organizational transformation.

For positions in this location, we offer a base pay of $180,900-$316,600, 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.
Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 .
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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