Senior Manager, Global People Care & Data Management Operations (Employee Life Cycle)

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move quickly as the world cannot wait, and we innovate in ways that no one else can for our customers and communities. By joining ServiceNow, you become part of an ambitious team of change makers driven by restless curiosity and an appetite for innovation. We understand that your best work occurs when you enjoy your life and are able to use your unique talents, so we strive to create conditions that make this possible. We dream big as a team, supporting one another in making both our individual and collective dreams a reality. The future is in our hands, and it begins 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™.

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Even if you're not certain that you meet all the qualifications listed in a job description but are extremely enthusiastic about the role, we still encourage you to apply! ServiceNow is dedicated to fostering an inclusive environment where all voices are heard, valued, and respected. We welcome all applicants, especially those from non-traditional backgrounds or who may not have followed a typical path related to this role. Skills and experience are transferable, and a desire to dream big makes for excellent candidates.

Job Description

This role oversees day-to-day Global People Care Operations and Data Management by managing a team of regional managers who support the HR needs of employees across the company.

This role collaborates with the Global People Process Owners for evaluating new work, services, processes and escalated problems and frequently interacts with multiple teams such as Product, PMO, Operations Excellence and Governance, Digital Technology, external vendors, and therefore must quickly and concisely articulate its viewpoint. It creates awareness and implements any region/country nuances, including legislative/ regulatory specifics.

This role identifies opportunities and develops operational strategies for continuous improvement and efficiencies to increase productivity and deliver exceptional customer service. It uses a variety of sources, data and metrics to come up with strategies for efficiencies and increased productivity.

In this role, what you get to do:

• Create a strategy for the Global People Care and Data Management (Employee Life Cycle) operations team to provide an excellent People Experience to all ServiceNow employees and leaders worldwide, with a focus on improving direct employee experience and access to information through comprehensive self-service options.
• Handle the daily workload and activities of the Global People Care Operations and Workday data management to ensure that Service Level Agreements (SLAs) are met by internal and external teams, and problems are resolved with process owners.
• Guide, promote and evolve the team's capacities to achieve high customer satisfaction at scale, improve and elevate net-promoter scores and the overall brand of the Global People team.
• Concentrate on operational excellence in the processes, tools, and resources used by the Global People Care and Data Management Operations team to provide effective and excellent service to all employees, enabling the team to reduce effort and expand support to other areas (LEAN).
• Work as a strategic partner with process owners, the product, operational excellence, and governance teams to integrate new work, processes, and projects across the Global People processes. Lead the team through change associated with new technology, new processes, new team members and growing, global support.
• Supply onsite expertise and escalation support to regional stakeholders as necessary by managing interactions with our Global Peoples' Centers of Excellence (COE), HR Business Partners, Payroll, and legal teams on a regional basis.
• Provide innovative leadership, promote a product and customer excellence mentality, and contribute to the product's direction by working with the product and process team to illustrate high-value use cases and success metrics.

Qualifications

To be successful in this role you need:

• A strong desire to thrill customers through innovative service experiences. We are looking for a leader and motivator with experience building and leading growing global teams. At least 12-15 years of progressive experience in HR shared services
• Strong people leadership abilities, the ability to inspire a team to deliver fantastic customer experiences and implement creative, innovative, best in class solutions.
• Experience leading HR programs that focus on delivering measurable business outcomes and value.
• The ability to effectively influence and partner with key internal stakeholder teams including COEs, HRBPs through regular proactive interaction to understand the business's support needs
• The ability to create an environment of innovation and continuous improvement to rethink how we deliver the customer experience using design thinking, LEAN methodology, and other continual process improvement methods.
• The ability to create greater efficiencies and optimization for the HR Knowledgebase to enhance the employee experience and drive employees to Tier 0 (self-service).
• Oversight of metrics and Key Performance Indicators (KPIs) to provide data and insights to improve HR service offerings and operations within the Global People.
• 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 the implementation of workflows like ServiceNow.

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Additional Information

ServiceNow is an equal opportunity employer. All qualified applicants will be considered for employment irrespective of 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-in-office.

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