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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.

We are seeking a visionary and customer-obsessed **Senior Manager, Technology Strategy & Implementation** to shape the next evolution of our global customer support ecosystem. This role will define and drive the strategic roadmap for our CSS process and platform transformation, with a focus on **AI-powered automation, self-service deflection, personalization, and operational excellence** .

As a strategic thought partner and execution leader, you will collaborate across product, support, engineering, marketing, and IT to reimagine how we deliver proactive, predictive, and intelligent customer experiences.

What you get to do in this role:

+ Design and operationalize a comprehensive Business Process Management framework for ServiceNow Operations, ensuring standardization, scalability, and continuous optimization.

+ **Drive end-to-end product management activities** — from defining the vision, roadmap, and success metrics to ensuring on-time, high-quality delivery of enterprise solutions that enhance the customer and agent experience.

+ **Lead strategic program management** efforts across multiple workstreams to ensure alignment between business priorities, technology execution, and measurable outcomes.

+ **Orchestrate cross-functional transformation initiatives** that modernize support operations, unify experiences, and accelerate the shift toward an AI-native enterprise model.

+ Structure complex business problems, develop hypotheses, conduct quantitative and qualitative analyses, and generate actionable, data-driven recommendations.

+ Partner with cross-functional leaders to **embed a culture of continuous improvement** , simplifying workflows and driving measurable efficiency gains.

+ Lead strategy and execution of **agentic and proactive support capabilities** , empowering customers to self-diagnose and resolve issues before escalation.

+ Collaborate with analytics and data teams to **monitor funnel performance and key customer journey metrics** to identify opportunities for improvement.

+ Establish and chair a **cross-functional governance council** for demand intake, prioritization, decision rights, and release/rollback management.

+ **Lead and mentor a team** of process and technology analysts, fostering skill growth, accountability, and innovation.

+ Champion an **AI-native support experience** through closed-loop feedback, A/B testing, and platform optimization to maximize digital support ROI.

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.

+ Demonstrated experience implementing or scaling GenAI, virtual agents, or semantic search in support or product environments.

+ Proven track record of driving measurable improvements in digital support KPIs.

+ Strategic thinker with strong execution skills and the ability to align stakeholders across functions.

+ Strong user empathy and a passion for creating frictionless customer experiences.

+ Knowledge of the ServiceNow platform and current applications portfolio is a huge plus.

+ Demonstrated experience leveraging AI in business processes, including the use of AI tools for workflow automation, predictive insights, or decision augmentation.

+ Proven background in Business Process Management and process improvement methodologies (Lean, Six Sigma, or equivalent).

+ Proven expertise in product management, translating business problems into customer-centric, scalable solutions and managing the lifecycle from concept to delivery.

+ Demonstrated strength in **program management** , driving structure, cadence, and accountability across large-scale initiatives with clear governance and measurable impact.

+ Experience leading **cross-functional transformation initiatives** , aligning business, technology, and operations teams to deliver sustainable, enterprise-wide change.

+ Experience **leading complex, high-impact programs** across global, matrixed organizations.

+ Deep understanding of **customer support ecosystems** , including deflection strategies, escalation handling, and knowledge management.

+ Hands-on experience **implementing or scaling Generative AI, virtual agents, or semantic search** within customer support or product environments.

+ Track record of delivering **measurable improvements in digital support KPIs** (e.g., self-service rate, TTRF, customer satisfaction).

+ A **strategic and analytical mindset** with exceptional execution and stakeholder management skills.

+ Strong **customer empathy** and passion for designing seamless, frictionless user experiences.

+ **Proven experience leading global cross-functional initiatives** that involve product, engineering, and operations teams.

+ Demonstrated ability to **translate business objectives into scalable technology strategies** and measurable outcomes.

+ Strong understanding of **AI and automation technologies** , and how they can be embedded into enterprise workflows to drive productivity.

+ **Excellent communication and executive storytelling skills** , with the ability to influence senior stakeholders and drive consensus.

+ Strong leadership capabilities with experience **building and mentoring high-performing teams** across geographies.

+ Solid understanding of **data-driven decision making** , including use of analytics, A/B testing, and experimentation frameworks.

+ Familiarity with the **ServiceNow platform and product ecosystem** is a significant plus.

Basic Qualifications:

+ **10+ years** of experience in **enterprise application product management or technology strategy** , with at least **5 years in SaaS environments** .

+ Bachelor’s degree in **Engineering, Computer Science, Business Administration, or related field** (Master’s or MBA preferred).

JV20

\#CSTAS

For positions in this location, we offer a base pay of $187,600 - $328,300, 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 (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) . 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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