ServiceNow

Sr. Manager, Global People Operational Risk Manager

ServiceNow • $120K — $145K *
West Palm Beach, FL 33411In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Experience with risk/compliance programs, particularly IRM and GRC platforms.
  • Strong background with ServiceNow IRM application preferred.
  • 8+ years in large-scale process transformation and operational improvement globally.
  • Deep understanding of enterprise risk frameworks and compliance reporting requirements.
  • Proficient in data analytics tools for monitoring risk performance.
  • Lean Six Sigma training with Black Belt certification preferred.
  • Leadership experience in governance or process improvement initiatives.

Responsibilities

  • Own and evolve the enterprise IRM program for Global People.
  • Manage day-to-day risk workflows using the IRM application.
  • Coordinate and document risk evaluation practices and responses.
  • Support compliance activities including control mapping and audit reporting.
  • Apply Lean Six Sigma to identify root causes of risk and control failures.
  • Design process improvements to close control gaps and reduce risk.
  • Mentor operational leaders on risk-aware practices and continuous improvement.

Benefits

  • Flexible or remote working options available.
  • Comprehensive support for professional development and training.
  • Opportunity to lead cross-functional improvement initiatives.
  • Engagement in a mission to enhance the employee experience across ServiceNow.
  • Exposure to advanced tools and methodologies in risk management.
Full Job Description
Job Description

Sr. Manager, Global People Operational Risk Manager (IC5):

Job Code: 9405

Location: West Palm Beach (Flexible or Remote)

Reports to: Sr. Director, Global People Operations Optimization

Job Description

This role will directly contribute to the development of products, services and experiences that make the world of work better for all ServiceNow employees. This role owns and evolves the integrated risk management (IRM) program within the Global People organization, using the ServiceNow IRM tool as the system of record for risk management and reporting. The role ensures Global People operations are well-governed, audit-ready, and continuously monitored for risk exposure. Lean Six Sigma and process optimization expertise will support this mission by identifying and remediating the operational root causes of risk, control gaps, and inefficiency, and by building scalable, well-controlled processes across the Global People function.

What you get to do in this role

Integrated Risk Management (primary focus)
  • Own and evolve the enterprise IRM program for Global People, maintaining a complete, current view of risk in the IRM risk register
  • Manage day-to-day risk workflows using the risk management application (IRM), including risk frameworks/statements, risk identification, assessments, and remediation task coordination
  • Drive/ leverage risk identification inputs (Failure Mode & Effects Analysis (FMEA), internal indicators/metrics, and other documented sources) and ensure they are captured in IRM
  • Coordinate risk evaluation practices e.g., documenting likelihood, impact, inherent risk, control effectiveness, residual risk, and velocity
  • Coordinate risk response tracking (avoid, mitigate, accept, transfer) and ensure response documentation is created for moderate-or-above residual risk
  • Support Global People operational compliance and assurance activities, including control mapping/ development, control testing, evidence collection, and audit-ready reporting across regulatory requirements
  • Partner with compliance and assurance stakeholders to streamline evidence collection and audit readiness
  • Create and maintain risk frameworks, risk statements, control test scripts, and remediation tasks, coordinating follow-through with assigned owners
  • Support enterprise risk reporting, keeping dashboards and records current for leadership oversight and review cycles


Process Optimization (in support of Operational Risk Management and Control)
  • Apply Lean Six Sigma tools and methodologies (DMAIC, Root Cause Analysis, Value Stream Mapping, FMEA, Process Analysis, Statistical Process Control) to investigate the operational root causes behind risk events, process and control failures, and compliance gaps
  • Design and implement process and control improvements that close control gaps, reduce risk exposure, and strengthen audit readiness across Global People operations
  • Leverage Process Mining and Task Mining to monitor process performance, identify root causes, validate control effectiveness, and detect emerging risk or compliance drift
  • Identify and define opportunities to leverage the ServiceNow platform including process automation/ AI tools to automate risk management/ control workflows, evidence collection, and reporting, while partnering with Digital Technology other partners on implementation
  • Establish metrics, monitoring and control mechanisms that tie process performance to risk and compliance outcomes
  • Mentor and coach Global People operational leaders on integrating risk-aware practices into daily operations management and continuous improvement
  • Lead and mentor teams executing cross-functional improvement initiatives that touch risk, compliance, and operational efficiency
  • Provide risk management expertise and support for process optimization and automation/ AI solution design, implementation and validation to drive process efficiency, standardization and control


Qualifications

To be successful in this role, you have:
  • Experience owning or operating a risk/compliance program (e.g., IRM, GRC platforms), including risk registers, control mapping/ development, control testing, risk evaluation, and audit-ready reporting; formal GRC, risk management, or compliance background strongly preferred
  • Experience with ServiceNow IRM (Integrated Risk Management) application strongly preferred
  • 8+ years of experience in large-scale process transformation and operational improvement in a global environment
  • Strong understanding of enterprise risk frameworks, control effectiveness assessment, and regulatory/compliance reporting requirements
  • Experience with data analytics tools to monitor risk and control performance
  • Lean Six Sigma skillset with experience applying process optimization to risk, compliance, and controls environments; Black Belt certification preferred
  • Experience leveraging the ServiceNow platform to improve workflows, automate evidence collection, and/ or support compliance reporting a plus
  • ServiceNow HRSD experience a plus
  • Management consulting background in risk, compliance, or process excellence is desirable
  • Proven track record leading governance, risk, or process improvement programs with measurable impact on control effectiveness, audit readiness, and operational efficiency
  • Experience leading, managing, and developing a team of risk, compliance, or process improvement specialists
  • Excellent leadership, communication, and interpersonal skills, with the ability to influence stakeholders across risk, compliance, audit, technology, and operations
  • Ability to navigate a complex environment with project teams, business partners, leadership, external auditors, and other stakeholders
  • A "can do" attitude in fast-paced, dynamic, and ambiguous situations


Additional Information

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

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Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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