Senior Business Strategy Manager

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

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. 

Qualifications

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. 

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