Senior Manager, Global People Care and Data Management Operations.

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move quickly because the world can't wait, and we innovate in ways no one else can for our customers and communities. Joining ServiceNow means joining an ambitious team driven by innovation and a relentless curiosity. We believe that your best work occurs when you can fully live your best life and express your unique talents, so we do everything we can to facilitate that. We dream big together, supporting one another in bringing both our individual and collective dreams to fruition. The future is ours, it begins with you.

With over 7,700 customers, we serve about 85% of the Fortune 500®, and we're proud to be listed as one of FORTUNE 100 Best Companies to Work For® and one of the World's Most Admired Companies™.

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Even if you feel uncertain about fulfilling all job description qualifications but are deeply enthusiastic about the role, we encourage you to apply! At ServiceNow, we strive for an inclusive environment where everyone's voices are heard, valued, and respected. We are open to all candidates, including those from non-traditional or diverse backgrounds, who may not have taken a typical career path connected to this role. We believe skills and experience are transferable and a well-founded desire to dream big makes for excellent candidates.

Job Description

This role is responsible for daily leadership of Global People Care Operations and Data Management, overseeing a team of regional managers who support the HR needs of our employees throughout the company.

This role will interface with Global People Process Owners to evaluate new work, services, processes, and escalated issues and will consistently interact with multiple teams like Product, PMO, Operations Excellence and Governance, Digital Technology, and external vendors. This role will raise awareness and implement any region or country specific nuances, including legal and regulatory specificities.

Identifying opportunities and crafting operational strategies for continuous improvement and efficiencies to increase productivity and provide exceptional customer service. By using various data sources and metrics, we aim to identify strategies for improved efficiency and productivity.

Responsibilities of this role include:

• Guiding the strategy of the Global People Care and Data Management operations team to continuously improve the People Experience for all ServiceNow employees and leaders worldwide. Your priorities will remain on fostering the best direct employee experiences and access to robust self-service options.
• Leading operation and daily activities of Global People Care Operations and Workday data management, ensuring that Service Level Agreements (SLAs) are upheld by internal and external teams, and that any issues are resolved with process owners.
• Developing, guiding, and enhancing the team's capabilities with a focus on achieving high customer satisfaction at scale, improving net promoter scores, and overall brand of the Global People team.
• Implementing operational excellence in the methods, platforms, and resources used by the Global People Care and Data Management Operations team to provide efficient and top-notch service to all of our employees, enabling the team to reduce their efforts and extend their support to other areas (LEAN).
• Acting as a collaborative thought partner with process owners, product, operational excellence, and governance teams to integrate new services, processes, and projects across Global People processes. Leading your team through changes associated with new technologies, novel processes, fresh personnel, and growing global support.
• Possessing the expertise to provide onsite support and to handle escalations for regional stakeholders as needed by managing interactions with our GP COEs, HR Business Partners, Payroll, and legal teams regionally.
• Providing innovative leadership, advocating for product and customer excellence, and contributing to the trajectory of the product by collaborating with the product and process team to highlight high-value use cases and success metrics.

Qualifications

To succeed in this role, you have:

• A demonstrated passion for creating delightful customer experiences through innovative services. We're seeking a leader who can motivate and has experience in building and leading growing global teams. You should have at least 12-15 years of progressive experience in HR shared services.
• Strong people leadership skills are essential, as is the ability to inspire a team to provide amazing customer experiences and implement creative, innovative, and top-notch solutions.
• Experience leading HR programs that focus on delivering measurable business outcomes and value.
• An ability to effectively influence key internal stakeholder teams, including CoEs and HRBPs, by proactively engaging to understand the business's support needs.
• An ability to foster an environment of innovation and continual improvement, reimagining how we deliver the customer experience by leveraging design thinking, LEAN methodology, and other continuous process improvement methods.
• Capability in creating greater efficiencies and optimization for the HR Knowledgebase to ensure an improved employee experience, and in driving employees to Tier 0 (self-service).
• Oversight for metrics and KPIs to provide data and insights to improve HR service offerings and operations within the Global People team.
• Substantial working knowledge of employment regulations worldwide, including federal, state, and local regulations as they relate to HR.
• Experience with HR Systems such as Workday, SAP, etc., and in implementing workflows like ServiceNow.

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Additional Information

ServiceNow is an Equal Opportunities Employer. We consider all qualified applicants 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 prioritize flexibility and trust in our distributed work environment. to learn about our work personas: flexible, remote and required to be in-office.

If you need reasonable accommodation to complete any part of the application process, or if you're unable to access or use this online application process and require an alternative method of application, you may contact us at for assistance.

For roles needing access to technical data that's subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may need to obtain export licensing approval from the U.S. Government for some individuals. All offers of employment are contingent upon ServiceNow acquiring any required export license or other governmental approval.

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