Senior Business Operations 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.

Position Overview:

We are seeking a highly skilled and experienced Senior Business Operations Manager to oversee and optimize our IT strategy and operations working closely with the Director of Digital Technology, Strategy and Operations. The ideal candidate will have a strong background in IT management, business process optimization, and strategic planning. They will be responsible for ensuring the efficiency, effectiveness, and alignment of our IT operations with the organization's overall business objectives.

Responsibilities:

• Strategic Planning: Develop and implement strategic plans and initiatives to optimize IT operations and support the organization's business goals and objectives.
• Business Process Optimization: Identify opportunities for process improvement and optimization within IT operations, leveraging technology and best practices to enhance efficiency and effectiveness.
• Cross-Functional Collaboration: Collaborate with key stakeholders across departments to align IT initiatives with business priorities, ensuring seamless integration and support for organizational objectives.
• IT Governance and Compliance: Understanding of IT governance frameworks, policies, and procedures to ensure compliance with regulatory requirements and industry standards.
• Performance Monitoring and Reporting: Monitor and analyze IT performance metrics and key performance indicators (KPIs), providing regular reports and insights to senior management to support decision-making and drive continuous improvement.
• Resource Management: Manage IT resources, including budget, staffing, and infrastructure, to ensure optimal allocation and utilization in support of business objectives.
• Vendor Management: Oversee relationships with IT vendors and service providers, ensuring alignment with contractual obligations, service level agreements (SLAs), and performance expectations.
• Risk Management: Identify and mitigate IT risks and vulnerabilities, implementing controls and measures to safeguard data, systems, and infrastructure from security threats and breaches.
• Change Management: Lead change management efforts related to IT initiatives, ensuring effective communication, stakeholder engagement, and adoption of new technologies and processes.
• Continuous Improvement: Drive a culture of continuous improvement within the IT organization, fostering innovation, learning, and collaboration to enhance operational excellence and deliver value to the business.

• Bachelor's degree in Information Technology, Business Administration, or related field; Master's degree preferred or equivalent experience.
• Minimum of 5 years of experience in IT management or business operations, with a proven track record of success in driving operational excellence and business value.
• Strong understanding of IT governance frameworks, best practices, and regulatory requirements (e.g., ITIL, COBIT, GDPR, etc.).
• Excellent leadership, communication, and interpersonal skills, with the ability to build and maintain effective relationships with stakeholders at all levels of the organization.
• Strategic thinker with the ability to translate business requirements into actionable IT initiatives and solutions.
• Experience with project management methodologies and tools, with a focus on delivering projects on time, within budget, and with high quality.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to drive performance improvement.
• Strong problem-solving skills and the ability to manage complex, cross-functional initiatives in a fast-paced environment.

For positions in this location, we offer a base pay of $131,300 - $229,800, 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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