Director Capacity Management Lead

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts 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™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

This role will directly contribute to the development of products, services and experiences that make the world of work better for all ServiceNow employees.  This role is responsible for enhancing the efficiency, effectiveness, and overall performance of the Global People functions, through analyzing processes, identifying areas for improvement, and implementing solutions to streamline operations, reduce waste, increase capacity, and enhance the employee experience. This role will own the design and implementation of a comprehensive capacity management program to identify, track and realize significant productivity gains across Global People processes. 

What you get to do in this role

• Establish and manage a comprehensive program to identify and track opportunities for productivity savings to realization, increasing overall capacity of Global People teams to manage business growth at scale.

 

• Responsible for the optimization of E2E Global People operational processes to enhance efficiency, quality, productivity, and employee experience

 

• Foster culture of innovation and continuous process improvement within Global People

 

• Scope incorporates cross-functional initiatives inclusive of business, technology, and organizational change efforts.

 

• Establish and maintain a robust governance framework for managing global processes.  Define policies, procedures, and standards to ensure consistency, compliance and alignment with industry best practices and regulatory requirements.

 

• Lead and mentor teams to execute cross-functional process improvement projects effectively. Provide guidance, support, and coaching to team members through the change lifecycle.

 

• Utilize data-driven approaches to analyze existing processes, identify inefficiencies, bottlenecks, and areas of improvement.  Conduct root cause analysis to understand underlying issues impacting performance.

 

• Develop innovative solutions and implement best practices to streamline processes, standardize, eliminate waste, create capacity, and optimize resource utilization. Employ Lean Six Sigma tools and methodologies to drive measurable improvements.

 

• Identify opportunities to leverage the ServiceNow platform and tools to increase automation, drive self-service and improve employee workflows.

 

• Establish metrics and control mechanisms to monitor process performance and track improvements.  Continuously analyze performance data, identify trends, and make data-driven recommendations for further improvement.

 

• Mentor, coach, and support Global People operational leaders to better manage and continuously improve their daily operations.

 

• Partner with Digital Technology to leverage the ServiceNow platform and GenAI solutions for process automation, self-service, data analytics, and reporting. Identify opportunities to optimize existing HR systems and tools or implement new technologies to enhance Global People operations.

 

• Share best practices, lessons learned and success stories across the organiza