Job DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
What you get to do in this role:Our Global People Care team makes the world of work, work better for our employees. Using our own technology, we deliver an engaging employee experience, providing support to employees and managers across 27 countries. Partnering closely with our HR Business Partners and Centers of Excellence we create a strong and effective cross-functional team. We learn from our employees' interactions with us, and constantly evolve and enhance our service delivery.
As a People Operations Manager, you will work closely with Global People Care Associates, Specialists, and regional Team Leads, demonstrating ServiceNow leadership capabilities by supporting their day-to-day activities to maximize productivity and optimize organizational collaboration. You will partner directly with Global Care Leads and Global People stakeholders to advise on and develop processes, policies, and programs, as well as provide support and/or resolve escalations. By proactively identifying opportunities to automate, innovate, and streamline service delivery, you will help to elevate the Global People Operations HR service and delivery team's performance and capabilities.
Key responsibilities:- Lead a team of Global People Care Associates, Specialists, and regional Team Leads-providing performance feedback as appropriate to line managers
- Demonstrate leadership skills, including the ability to inspire, motivate, and guide a team toward achieving ambitious targets and fostering a positive team culture
- Identify, recommend, and implement improvements to regional and Global People Care processes to achieve increased efficiency and service consolidation, capturing time and cost savings as well as global consistency wherever possible
- Responsible for process optimization efforts to enhance efficiency, quality, productivity, and employee experience
- Foster a culture of innovation and continuous process improvement within Global People
- Build and maintain productive partnerships with Global People Operations and Center of Excellence (COE) leaders, driving proactive consultation and collaboration across Global People and COE stakeholders and contribute to cross-functional projects as needed
- Think critically and strategically, leveraging strong analytical skills to interpret data, identify trends, and derive insights to guide informed decision making and support evidence-based recommendations in alignment with Global People Operations strategy and organizational goals
- Be a change champion: advocate for and promote the change that impacts the Global People Care team
What are we looking for:To excel in this role, you should demonstrate the following:
- Living our values and leadership capabilities: you take a humble approach to learning, obsess over customer experience, consistently strive to foster empathy and inclusivity, and celebrate wins collectively.
- A passion for leading, coaching and developing team members
- Excellent communication, relationship and collaboration skills with colleagues at all levels of the organization
- A product mindset, envisioning and influencing outcomes-based solutions with the voice of the customer in mind
- Experience engaging and partnering with functional leaders
- In-depth knowledge of both regional and global compliance and legislative topics e.g. HIPAA (United States), OFCCP (United States), and GDPR and experience applying this to Global People processes
- Experience scaling and streamlining Global People processes
- Strong data and analytics skills to influence, and provide critical insights through effective storytelling to functional stakeholders and leadership
- Creative thinking and problem-solving skills - applying these across service consolidation and refinement, process improvement opportunities, and escalation management
- Ability to thrive in a dynamic, ambiguous, fast paced and high-growth environment
- Ability to own and drive projects to completion as needed
- Availability to work in shifts
QualificationsRequired Qualifications:- 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.
- 8+ years previous experience working in an HR operations or centralized customer service support role supporting global client groups
- 5-7 years of experience in process management and working with internal and external stakeholders
- 5+ years' previous experience as a manager or team lead of HR operators
- Proficient in MS Excel, PowerPoint, Data Analytics
- Extensive experience in process optimization in operations
- Strong process support skills and knowledge of Human Resources tools and technology
Additional InformationWork PersonasWe 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.
