Manager, People Operations (Total Rewards and Talent)

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job 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.

As a Manager, People Operations (Total Rewards and Talent), you will lead a team of  People Care Associates, Specialists, and regional Team Leads responsible for delivering high-quality HR operational services across Compensation, Benefits, and broader People Operations. You will partner closely with Compensation, Benefits, Payroll, HR Technology, and Global People COEs to operationalize programs, deliver complex employee lifecycle transactions, and continuously improve the employee experience through operational excellence.

You will provide leadership for a growing operational organization responsible for delivering scalable, compliant, and customer-focused HR services while driving process standardization, automation, continuous improvement, and operational governance.

Working closely with Global People stakeholders, you will translate strategic initiatives into operational execution, ensuring services are delivered efficiently, accurately, and consistently while maintaining a strong focus on employee experience and operational quality.

Key Responsibilities

People Leadership

• Lead a team of Global People Care Associates, Specialists, and regional Team Leads while providing coaching, development, performance management, and ongoing feedback.
• Inspire, motivate, and develop a high-performing team that embraces ServiceNow's leadership principles and customer-first mindset.
• Foster a culture of accountability, collaboration, innovation, continuous learning, and operational excellence.
• Build organizational capability by coaching team members, developing subject matter expertise, and creating opportunities for career growth.

HR Operations Leadership

• Lead day-to-day operational delivery across Compensation, Benefits, and broader Global People Operations services.
• Ensure operational readiness and successful execution of large annual operational events including Open Enrollment, Annual Compensation Review (ACR), bonus processing, year-end activities, and other enterprise-wide People programs.
• Oversee complex employee lifecycle transactions, ensuring quality, compliance, accuracy, and timely execution.
• Manage operational escalations while ensuring appropriate governance, stakeholder communication, and issue resolution.

Operational Excellence

• Identify, recommend, and implement improvements to regional and global People Operations processes to improve efficiency, scalability, employee experience, and operational consistency.
• Lead continuous improvement initiatives focused on service delivery optimization, standardization, automation, and operational maturity.
• Foster a culture of innovation by leveraging technology, AI, workflow automation, and data-driven decision making to simplify operations.

Compensation & Benefits Operations

Partner closely with Compensation and Benefits Centers of Excellence to operationalize and execute programs including:

• Benefits administration and operational support
• Open Enrollment readiness and execution
• Eligibility administration
• Vendor management and operational coordination
• Benefits vendor integrations, file management, and reconciliation
• Tier 2 employee escalations
• Annual Compensation Review operational execution
• Merit and bonus processing
• Off-cycle compensation events
• Country-specific compensation processing
• Operational support for compliance-related Benefits and Compensation activities

Cross-Functional Partnership

• Build productive partnerships with Compensation, Benefits, Payroll, HR Technology,  and Global People COEs.
• Serve as the operational partner responsible for translating strategic COE initiatives into scalable operational processes.
• Partner with HR Technology teams to support Workday enhancements, integrations, testing, and operational readiness for new functionality.
• Collaborate across cross-functional teams to deliver enterprise-wide projects and operational initiatives.

Vendor & Operational Governance

• Oversee operational relationships with external Benefits and HR service vendors.
• Ensure operational governance around vendor performance, service delivery, issue resolution, invoicing, reconciliations, and operational compliance.
• Partner with vendors and internal stakeholders to proactively resolve operational issues and improve service quality.

Compliance & Risk Management

• Ensure operational compliance with regional and global legislative requirements including HIPAA, OFCCP, GDPR, COBRA, statutory leave programs, and other applicable regulations.

Data, Analytics & Decision Support

• Leverage operational metrics, analytics, and insights to identify trends, improve performance, and support strategic decision making.
• Develop meaningful operational dashboards and reporting that enable leadership visibility into service quality, productivity, employee experience, and operational effectiveness.
• Think critically and strategically by translating operational data into actionable recommendations.

Change Leadership

• Serve as a change champion supporting organizational transformation, new operating models, technology implementations, and process evolution.
• Lead operational readiness activities ensuring successful adoption of new programs, processes, and technologies.
• Drive continuous improvement initiatives that enhance employee experience while increasing operational efficiency.

What We Are Looking For

To excel in this role, you should demonstrate:

• Living our values and leadership capabilities by taking a humble approach to learning, obsessing over customer experience, fostering empathy and inclusivity, and celebrating wins collectively.
• Passion for leading, coaching, mentoring, and developing high-performing operational teams.
• Strong operational knowledge of HR Operations with foundational expertise across Compensation Operations, Benefits Operations, Payroll interactions, and employee lifecycle processes.
• Experience partnering closely with Compensation, Benefits, Payroll, HR Technology, and HR Centers of Excellence.
• Ability to translate strategic COE initiatives into scalable operational execution.
• Strong understanding of operational governance, process controls, quality management, and service delivery best practices.
• Experience managing complex operational programs involving multiple stakeholders, vendors, and enterprise systems.
• Excellent communication, relationship-building, and executive stakeholder management skills.
• Product mindset focused on improving employee experience through technology-enabled solutions.
• Experience engaging and influencing senior functional leaders.
• In-depth knowledge of regional and global compliance requirements including HIPAA, OFCCP, GDPR, COBRA, statutory leave programs, and other employment regulations.
• Strong analytical capabilities with the ability to derive insights through data, storytelling, and operational metrics.
• Creative problem-solving skills with demonstrated success driving operational improvements and managing escalations.
• Ability to thrive in a dynamic, fast-paced, high-growth environment while balancing strategic priorities with operational execution.

• Ability to independently lead complex cross-functional initiatives from planning through execution.

Qualifications

Required Qualifications

• Experience leveraging AI and automation to improve HR service delivery, operational decision making, workflow optimization, or employee experience.
• 8+ years of progressive experience in HR Operations, Shared Services, Global Business Services, or centralized HR service delivery supporting global organizations.
• 5+ years leading operational HR teams in a complex global environment.
• Demonstrated experience leading Compensation Operations and/or Benefits Operations teams, or leading operational delivery in close partnership with Compensation and Benefits Centers of Excellence.
• Strong understanding of Compensation Operations, Benefits Administration, employee lifecycle processes, and operational governance.
• Experience supporting large enterprise operational events such as Annual Compensation Review, Open Enrollment, year-end processing, or similar global HR operational programs.
• Experience partnering with Payroll, HR Technology, Compensation, Benefits, and external vendors.
• Strong understanding of Workday HCM and related HR technologies supporting Compensation and Benefits operations.
• Experience with operational process optimization, Lean or continuous improvement methodologies.
• Advanced analytical skills including Excel, PowerPoint, reporting, dashboards, and operational metrics.
• Experience leading global operational transformation and service delivery improvement initiatives.

Nice to Have

• Exposure to Workday Core HCM processes supporting employee lifecycle transactions, including job changes, organizational changes, manager changes, transfers, promotions, and other core HR transactions.
• Exposure to Talent Management, including Performance Management, goal management, talent reviews, and annual performance cycles.
• Experience operating across multiple HR Operations domains beyond Compensation and Benefits, with the flexibility to support evolving operational priorities.
• Experience working in a global shared services environment leveraging Workday, ServiceNow HRSD, and AI-enabled operational practices.

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.

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 globaltalentss@servicenow.com 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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