Senior Business Strategy Manager

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.

Team ad Role:

On the Customer Service & Support Business Operations & Strategy team, our mission is to run and scale our business with relentless focus on the customer, 360° alignment, and pride in service to protect and drive revenue, increase efficiency, and embrace new technologies and processes. The Senior Business Strategy Manager will drive technical operational initiatives and processes and support key stakeholders in CSS to ensure precise execution of our annual operating plan and top strategic plays. 

In this role, you will be responsible for ensuring CSS achieves our staffing and vendor spend targets, driving large-scale projects across multiple teams, and innovating and scaling our workforce management and annual planning processes to meet the evolving needs of the business. 

We are looking for someone who is strong in both finance/analytics and relationship-building/influencing/executive storytelling with data. Finance Business Partner, Advisory Consulting, and Chief of Staff skill sets are highly desirable. 

What you get to do in this role:   

• Act as a key player in establishing and executing strategic operational initiatives, specifically related to annual planning, workforce management, staffing, and vendor management. 

• Develop data visualizations and presentations that enable business insights; work with business stakeholders to tease out the best stories to tell from a given dataset. 

• Lead the development of a scalable analytical framework to monitor key business metrics such as capacity, utilization, hiring attainment, and attrition. 

• Serve as the Senior PMO for Support’s top business initiatives, including setting/steering strategy, driving workstreams, collaborating with cross-functional stakeholders, developing strategic relationships, and influencing without authority. 

• Proactively and regularly review, update, and create policies, workflows, and performance standards for your portfolio of work. 

• Assess current systems, best practices, quality, and service, and introduce improvements to ensure operations stay in line with growing business needs. 

• Interface effectively with cross-functional teams, senior-level business executives, and external partners and vendors, including formal presentations and facilitations. 

• Produce simple, beautiful, and usable status reports, documentation, playbooks, and policies in multiple mediums (Word, PPT, Excel, etc.). 

Expected Results: 

• Create and maintain strong, effective relationships with internal stakeholders at every level of the organization. 

• Enable Support functions to achieve quarterly staffing goals within 1% of target. 

• Ensure staff augmentation geo, timing, and budget targets are met each quarter. 

• Partner with Support Technology & Services to ensure effective utilization of project-based engagements on time and within budget. 

• Successfully coordinate large-scale transformation initiative(s) with multiple stakeholders and workstreams. 

• Streamline and simplify all workforce management and hiring processes. 

• Develop a high-value network of internal and external partners, including TA, Procurement, Legal, HR, Finance, Vendor Management, Recruiting, and more. 

To be successful in this role you have:
Prefered Qualifications:

• Expert knowledge of database technologies. 

• Deep experience in data visualization and reporting. 

• Strong, demonstrated cross-functional program/project management skills, including planning, scheduling, monitoring, and stakeholder reporting. 

• Ability to set clear direction by defining goals and priorities, and evaluate/support the business needs. 

• Best-in-class documentation and presentation skills. 

• No-fault problem-solving and interpersonal communication skills. 

• Goal-driven, self-motivated, persistent, and professional. 

• Demonstrated experience in leading key projects, including leading strategic programs from inception to successful rollout. 

• Exceptional verbal and written communication skills, including negotiation, presentation, group facilitation, and influence. 

• Strong belief that simplicity is the ultimate sophistication. 

• Natural curiosity and early adoption of new technologies and innovations; established practice of effectively using generative AI to increase personal productivity. 

Basic Qualifications:

• BA/BS in Finance, Mathematics, Statistics, Computer Science, Economics, Business, or another analytical field. 

• 10+ years of industry experience, including 5+ years' experience successfully creating and delivering simple, actionable insights to executive audiences. 

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $162,600 - $284,600, 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.

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. 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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