ServiceNow

Sr Professional Services Strategy & Ops Program Manager

ServiceNow • $120K — $145K *
Mountain View, CA 94040In-Person
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Experience with AI-enabled tools or automation to enhance workflows.
  • 3-5 years in relevant operations roles such as Professional Services or Revenue Operations.
  • Hands-on familiarity with PSA systems; Rocketlane is preferred.
  • Understanding of critical SaaS Professional Services metrics like utilization and delivery health.
  • Experience with partner-led delivery models including operational governance.
  • Strong analytical abilities to translate data into actionable insights.
  • Process-oriented mindset for designing and improving workflows.
  • High ownership and judgment in dynamic environments.

Responsibilities

  • Administer and optimize Rocketlane PSA for operational effectiveness.
  • Manage staffing and capacity planning to align resources with project needs.
  • Oversee partner-subcontracted delivery operations from intake to execution tracking.
  • Streamline intake processes for partner program submissions and operational requests.
  • Build dashboards and reports to provide insights into delivery performance.
  • Enhance operational rhythms by collaborating with multiple teams for standardized workflows.

Benefits

  • Flexibility in work arrangement based on roles and personal preferences.
  • Trust-based work environment that accommodates remote and flexible schedules.
Full Job Description
Job Description

About the role:

The Moveworks Professional Services team deploys agentic AI for some of the largest enterprises in the world. As we scale delivery across a fast-growing partner ecosystem, we're hiring a Services Delivery Operations Manager to own the day-to-day operational backbone that keeps our implementation and ongoing services engagements running smoothly.

This is an individual contributor role with no direct reports - a high-ownership, high-autonomy seat for an operator who can run the machine (PSA administration, staffing, capacity, partner subcontracting, and partner program intake) so that Services leadership can stay focused on broader strategy and scale. You will be the connective tissue across Professional Services and our delivery partners, and the person the team trusts to keep delivery operations humming.

What you get to do in this role:
  • Administer and optimize Rocketlane PSA: Act as the operational owner for Rocketlane configuration, project setup, user onboarding, workflow hygiene, and closed/won-to-project handoffs; troubleshoot issues quickly and improve system usability, data quality, and adoption across the delivery organization.
  • Lead services resource management: Run the operating cadence for staffing, capacity planning, utilization visibility, and backlog alignment across implementation and ongoing services work; connect pipeline, bookings, project demand, skill requirements, and delivery capacity to recommend assignments, identify coverage gaps, and inform subcontractor needs before they impact customer outcomes.
  • Coordinate partner and subcontractor delivery operations: Run the operating process for partner-subcontracted delivery, from intake and assignment through onboarding, execution tracking, issue resolution, and process improvement.
  • Streamline partner program intake: Manage partner program submissions and operational requests with clear SLAs, clean handoffs, and consistent follow-through so onboarding and engagement readiness move without friction.
  • Build operational reporting and delivery insights: Develop recurring dashboards, scorecards, and exception reports that give Services leadership actionable visibility into delivery health, utilization, forecast accuracy, partner performance, and process bottlenecks.
  • Improve scalable operating rhythms: Partner with Professional Services, Customer Success, Finance, Sales, and Partner teams to standardize workflows, close operational gaps, and enable a repeatable delivery model as the business grows.


Qualifications

To be successful in this role you have:
  • Experience applying AI-enabled tools or automation to improve operating workflows, decision support, reporting, or productivity within a services, operations, or customer-facing function.
  • 3-5 years in Professional Services Operations, Revenue Operations, Partner Operations, PMO operations, or a related SaaS delivery operations role.
  • Hands-on proficiency with PSA, CRM, or project delivery systems; Rocketlane experience is strongly preferred, with Kantata, Certinia/FinancialForce, Salesforce, or comparable platforms also valuable.
  • Working knowledge of SaaS Professional Services metrics such as utilization, capacity, backlog, attach rate, forecast accuracy, delivery health, and services margin.
  • Background supporting partner-led or subcontracted delivery models, including intake, onboarding, assignment coordination, operational governance, and process improvement.
  • Strong analytical skills with the ability to synthesize data from multiple systems, identify trends, and convert findings into practical recommendations for Services leaders.
  • Process-oriented operator who can design lightweight workflows, document repeatable practices, drive adoption, and iterate quickly as the delivery model evolves.
  • High ownership and sound judgment in ambiguous, fast-moving environments; able to make progress independently, escalate thoughtfully, and balance speed with operational discipline.
  • Clear communicator and trusted cross-functional partner who can align Professional Services, Customer Success, Finance, Sales, and Partner stakeholders around priorities, tradeoffs, and execution plans.


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.

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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

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
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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