Senior Manager, Strategic Operations – Analytics & Insights

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.

The CEG Strategic Operations team is the powerhouse that propels CEG forward. We are the strategic engine for the organization, driving company-wide programs and forging critical cross-functional partnerships to empower CEG's most vital initiatives. We are organized into five primary pillars: Product & Planning Operations, Field Operations, Renewals Strategy & Execution, BI & Tooling, and Analytics and Insights.

The Role:
The Analytics & Insights pillar focuses on transforming data into clear, actionable insights that drive better decisions throughout the organization, unlocking elite-level performance. Our ambition is to be trusted advisors and thought partners who bring clarity, curiosity, and impact to the org’s most complex problems. We thoroughly understand business context and apply analytical rigor to deliver data-driven insights that lead to better, faster, and more informed decisions.

We are looking for a strategic, analytical, and entrepreneurial individual to join our Analytics & Insights team as a Senior Manager of Strategic Operations. This critical role will be a trusted advisor to the CEG Leadership Team and a respected partner to cross-functional principals across product, engineering, sales, marketing, finance, and customer success.

This role will support both operational and strategic aspects of the business. You will solve complex business problems by undertaking research, leveraging data, and then driving results. You will work closely with cross-functional stakeholders to accelerate our impact and make direct contributions to our overall business goals. This is a unique opportunity to drive strategy and operations at a high-growth enterprise software company!

What you get to do in this role:

• Structure complex business problems, develop hypotheses, perform analyses, and deliver insights and recommendations through high-quality presentations and storytelling
• Model strategic initiatives using key business metrics such as NNACV, customer adoption, cost, and market trends
• Lead operational cadence for CEG, including weekly performance tracking, monthly business reviews, executive readouts, and annual strategic planning
• Drive strategic programs and cross-functional initiatives that accelerate CEG’s strategic vision
• Align stakeholders across BUs and functions, including senior and executive leadership, to drive clarity and collaboration across the organization

Business Insights & Execution

• Monitor and analyze GRR, NRR, and adoption trends to identify opportunities and risks; develop a weekly companywide D&L forecast; proactively develop remediation plans with cross-functional partners across CHA, STEP, and GPC
• Drive financial modeling and scenario analysis in partnership with Finance, ensuring alignment with strategic priorities and operational needs
• Prepare forward-looking business insights, materials, and recommendations to support leadership meetings, QBRs, and planning engagements

Strategic Partnership & Performance Enablement

• Act as a trusted advisor to CEG LT, delivering data-driven insights and operational guidance that inform business strategy and execution
• Lead and own business performance reviews, translating data into actionable recommendations to drive GRR, NRR, and product adoption improvements
• Design and manage scorecards and KPIs; ensure alignment with corporate targets and cascading goals

Operational Planning & Governance

• Manage the cadence and consistency of Priority QBR deliverables and reporting, ensuring clarity and alignment across all stakeholders
• Organize and facilitate strategic planning sessions and operational reviews to align goals, progress, and next steps
• Serve as an operational thought leader who brings clarity to ambiguity and accelerates decision-making

Our ideal candidate:

• Experience: A minimum of 8 years of related experience in management consulting, investment banking, private equity, or strategy & operations in a fast-paced technology company (or similar). An MBA from a top-tier program with a demonstrated focus in strategy, operations, or technology is highly preferred
• Analytical skills: Top-tier data analysis, financial modeling, and problem-solving abilities. Proficiency with tools like Excel, Power BI, and Tableau is a plus
• Strategic mindset: An ability to understand key business drivers, structure ambiguous problems, and develop actionable strategies
• Communication: Exceptional verbal, written, and presentation skills for influencing senior leaders and cross-functional teams. Executive presence with the ability to engage and influence leaders across the enterprise
• Collaboration: A demonstrated ability to work effectively in a highly matrixed environment and partner with diverse stakeholders. Experience leading cross-functional initiatives, driving alignment, and delivering measurable impact
• AI-First: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Ownership: High degree of ownership, adaptability, and a growth mindset. Self-starter with a bias for action, who thrives in fast-paced, high-growth environments. Willingness to roll up your sleeves and take on whatever tasks are necessary to get the job done
• Interests: Passion for enterprise software and emerging technologies, especially AI. Knowledge of the SaaS space and business model

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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