Senior Manager, Global Business Acceleration (GBA) Operations

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

This is a pivotal transformation year for Global Business Acceleration (GBA). We are scaling AI-enabled engagement models, and evolving how pipeline is generated, progressed, and converted globally.

The Senior Manager, GBA Operations sits at the intersection of growth strategy, systems transformation, and AI-enabled pipeline modernization. This leader will govern and influence the operational backbone of a global demand and pipeline engine — ensuring rigor, visibility, and scalability during a period of change.

This role is designed for a strategic operator who can influence a complex global business while simultaneously shaping the next generation pipeline operating model.

What you get to do in this role

• Govern and advise business-level operational support across pipeline generation, pipeline progression, and conversion performance
• Influence and oversee global demand generation reporting, pipeline attribution integrity, and follow-up governance across BDRs, Customer Acceleration Associates, and autonomous AI engagement motions
• Guide business readiness for CRM migration, including process harmonization, reporting continuity, data integrity standards, and change management across global teams
• Partner cross-functionally with Sales, Marketing, Finance, Decision Support, and Systems teams to align pipeline targets, sourcing logic, attribution models, and system architecture
• Guide and influence forecasting inputs for GBA, including account coverage governance, scenario modeling, productivity tracking, and risk identification
• Serve as a strategic advisor on customer journey design — ensuring engagement models, buying group motion, and follow-up sequencing align to how customers actually move from awareness to opportunity creation
• Identify friction points across the customer journey (handoffs, response times, AI + human overlap, buying group coverage gaps) and drive scalable solutions
• Own GBA budget planning, investment modeling, and ROI measurement across human-led and AI-led pipeline motions
• Build and present executive-ready analysis and outcome-based performance narratives for weekly, monthly, and quarterly executive reviews
• Embed AI-enabled insights and workflow automation into reporting, governance, and operational design
• Act as a trusted advisor to GBA leadership on business health, operational risk, structural inefficiencies, and long-term growth levers

Qualifications

To be successful in this role you have:

• 10+ years in Sales Operations, Revenue Operations, Strategy, or GTM Operations within a high-growth SaaS environment
• Experience guiding or playing a senior role in CRM implementation or migration initiatives (process redesign, reporting transformation, data governance, stakeholder alignment)
• Deep expertise in pipeline generation, conversion metrics, and demand attribution at scale
• Strong understanding of customer journey orchestration, buying group mechanics, and engagement velocity levers
• Experience building executive-ready forecasts, financial models, and business cases — and influencing outcomes at senior levels
• Demonstrated ability to operate at Director-level scope, influencing cross-functional leaders globally
• Strong executive communication skills — able to translate complex data into clear, strategic insights
• Proven experience working across Sales, Marketing, Finance, and Systems organizations
• High analytical rigor and comfort navigating ambiguity during transformation
• Experience leveraging AI-enabled tools to enhance operational efficiency and insight generation
• A builder’s mindset — able to modernize systems while protecting day-to-day business performance

JV20

For positions in this location, we offer a base pay of $155,400 - $272,000, 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