Senior Sales Operations Manager - Resource Management & Capacity Management

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.

Role Overview

This role will be a strategic partner to the Product Excellence leadership team, ensuring alignment of resources to the most critical areas of the business. It involves close collaboration with GenAI & CRM leaders, PEx leaders, STEP and CEG resource management leaders to assess resource needs, develop strategic plans, and allocate resources effectively.

Key Responsibilities:
 

Capacity Planning & Resource Forecasting

• Manage Product Excellence capacity planning and analytics to support both Workflow and CoE teams
• Ensure alignment between capacity modeling assumptions and stakeholder priorities
• Proactively review deal pipeline and partner with CEG teams cross functionally to understand resource requirements
• Determine the organization's demand for resources and ensure capacity to meet project staffing needs.
• Conduct resource capacity planning to manage demands based on project priorities and objectives
• Forecast the resource needs for pipeline and upcoming projects
   

Resource Allocation, Scheduling, Management

• Allocate and schedule resources based on project requirements and organizational priorities
• Assign employees to projects considering their skillsets, experience, and availability
• Monitor and manage employees’ workload and utilization
   

Collaboration

• Work with project managers and department heads to identify resource requirements for ongoing and upcoming projects
• Partner with CEG Geo Ops teams on best practices, automation and tooling, and efficient use of resources across teams
   

Documentation, Reporting, Process Improvement

• Maintain accurate resource records and documentation, including resource schedules, utilization reports, and allocation decisions
• Track and report on resource utilization, analyzing data and providing suggestions for resource optimization
• Implement and maintain resource management tools, systems, and processes to enhance visibility, transparency, and efficiency
• Provide project managers with support on resource management issues or improving resource management processes

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Strong understanding of project management, business processes, and talent management
• Excellent communication, interpersonal, and strategic thinking skills
• 5+ years in resource management
• The ability to apply judgment to any situation
• Ability to work independently
• Ability to work cross functionally to drive outcomes
   

For positions in this location, we offer a base pay of $137,500 - $240,700, 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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