Company Description

At 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™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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.

Job Description

As the Operations Programs Director for Global People Operations, you will be responsible for overseeing and driving the successful execution of strategic initiatives and programs within the Global People organization. Your role will be pivotal in creating the programs vision and operational strategy, aligning strategic objectives and execution, ensuring that key initiatives are delivered to drive global operational excellence and an exceptional employee experience. You will work closely with cross-functional teams to influence operations vision and roadmap, define program scope, objectives, and deliverables, while also providing leadership and guidance throughout the program lifecycle. Primary areas of focus include vendor management operations, compliance operations and ServiceNow’s contingent workforce program operations. As new priorities and initiatives emerge, additional programs may be identified. 

What you get to do in this role 

Strategic Program Management 

• Lead the operations strategy, planning, roadmap, ongoing execution, and monitoring of strategic GP Operations programs to drive operational excellence, focusing on improved experience for employees, candidates, partners and vendors, cost optimization, increased global efficiency, and ability to scale.
• Define program(s) scope, objectives, future state processes and personas, success measurement criteria and roadmaps for implementation or enhancements.
• Develop and maintain program plans, schedules, budgets, and resource allocations.
• Define, drive, and influence continuous improvement initiatives to improve governance, standardization, engagement, and management of strategic programs. 
• Partner with GP leadership to incorporate planning for Operational program needs into their COE Annual Operating Plans (AOP)
• Identify opportunities to leverage ServiceNow platform and tools to drive automation and innovation as Customer Zero 

Stakeholder Engagement 

• Build and maintain relationships with key stakeholders and partners, including GP executive leadership, external partners and suppliers, COE partners and global Operations teams. 
• Communicate program objectives, progress, risks, and issues effectively to stakeholders, ensuring alignment and buy-in. 
• Influence and facilitate decision making and issue resolution among stakeholders. 

Cross Functional collaboration 

• Collaborate with cross-functional teams to define program requirements, identify dependencies, and establish priorities. 
• Ensure effective coordination and communication among teams to drive successful execution and sustainment. 
• Foster a culture of collaboration, innovation, and continuous improvement within the GP organization. 

Risk Management and Governance 

• Identify potential risks and issues that may impact program delivery and develop mitigation strategies. 
• Monitor program risks and issues, implement corrective actions as needed and escalate critical issues to GP leadership. 
• Conduct regular risk assessments and ensure that effective risk management and governance practices are integrated into program management processes. 
• Establish and maintain governance frameworks and processes to manage program operations performance, including scorecards, SLAs, and dashboards to track performance and drive accountability. 
• Facilitate regular meetings and communications with stakeholders and partners to review performance and address issues. 

Quality Assurance and Control 

• Establish quality standards, metrics, and controls for program deliverables. 
• Implement quality assurance processes to monitor and evaluate program performance against defined criteria. 
• Conduct periodic reviews and audits to assess program quality and identify areas for improvement. 

Performance Monitoring and Reporting 

• Define and implement opportunities for automation and centralized tools to improve efficiency and standardization of program processes. 
• Establish key performance indicators and metrics to monitor program progress and performance. 
• Collect and analyze data to track progress, identify trends and measure outcomes. 
• Prepare regular status reports, performance analysis and executive summaries for GP leadership. 

Change Management 

• Partner with GPO teams on change management and enablement efforts to drive program implementation or enhancements and and influence the adoption of new processes, systems, and behaviors.
• Partner with GP vendor relationship owners to provide mentorship and coaching in execution of vendor management best practices. 
• Partner with our Contingent Workforce Managed Service Provider and advise on delivery and execution of best practices aligned to our employee experience and SLAs. 

Qualifications

To be successful in this role, you have: 

• Bachelor’s degree in business administration, project management or a related field 
• Project Management Professional (PMP) certification or equivalent 
• Proven experience in project management, with at least 7 years’ experience leading strategic programs 
• Strong leadership, communication, and interpersonal skills 
• Experience in stakeholder engagement, cross-functional collaboration and change management 
• Excellent problem solving, decision making and conflict resolution abilities 
• Ability to analyze data, evaluate performance and identify opportunities for improvement 
• Experience with strategic planning, business analysis, or organizational development. 
• Knowledge of HR procurement best practices and regulatory requirements 
• Experience managing global contingent workforce programs and managed service providers end-to-end, including managing contingent worker/staff augmentation suppliers
• Ability to manage multiple projects and priorities in a fast-paced environment 
• Knowledge of Lean / Six Sigma or other process improvement methodologies 
• Familiarity with vendor risk management frameworks ad methodologies preferred 

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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