Senior Manager, Talent Programs & AI Operations

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

About ServiceNow

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 organisations 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.

The Team

The Talent Management and Succession Planning Centre of Excellence sits within Global People and is responsible for designing and delivering the programs that develop ServiceNow's most critical talent. We work across leadership development, executive readiness, assessment, and internal mobility - translating business strategy into talent action at pace. We hold ourselves to an exceptionally high bar and work closely with senior business and HR leaders across the organization.

The Role

This role owns the operating model behind ServiceNow's executive succession and talent development programs - designing how they operate, scale and continuously improve. You will redesign workflows using AI, establish governance, and lead the operational delivery of multiple executive talent initiatives across coaching, leadership development, succession and executive onboarding.

Working across multiple concurrent priorities, you will translate strategic objectives into operational plans, executive insights and program experiences.

This role is suited to someone who thrives in ambiguity, thinks in systems, and enjoys building AI scalable ways of working.

What You Get To Do In This Role

• Design and continuously improve AI-enabled operating models that support executive succession and talent management, using automation, governance, workflow design and capacity planning to improve efficiency and scalability. 
• Lead the operational delivery of executive programs, managing end-to-end program operations, including executive evaluations, development pathways, reporting and program governance. 
• Translate complex talent data into executive insights, developing dashboards, readiness tracking, program analytics and executive-ready recommendations that support succession decisions and continuous program improvement.
• Manage strategic capability partners and vendors, including executive coaching, assessment and leadership development providers, ensuring strong governance, budget management, quality and measurable business outcomes. 
• Provide strategic talent operations support across executive talent initiatives, including executive onboarding, internal mobility, operating processes and high-quality executive materials.
• Drive portfolio governance across multiple executive talent initiatives, managing priorities, dependencies, risks, capacity and delivery to ensure programs execute with consistency and operational excellence.

What We're Looking For

AI Mindset- Experience in leveraging and critically evaluating AI integration into work processes, decision-making, and problem-solving. This includes using AI-powered tools, automating workflows, analyzing AI-driven insights, and exploring AI’s potential impact on business processes.

Strategic Thinking - Ability to receive an open-ended brief and produce a structured, insight-led plan with clear options and a point-of-view recommendation. Works backwards from outcomes, thinks in trade-offs, and operates confidently without complete information.

Project & Execution Rigor - Proven ability to break strategy into sequenced, time-bound workstreams and drive them to completion. Manages dependencies proactively, flags risks early, and maintains momentum across multiple priorities simultaneously.

Program Design - Experience designing blended development offers for senior or executive populations, spanning coaching, cohort learning, experiential development, and formal program. Anchors design in business need and measurable outcomes.

Structured Communication - Strong written and verbal communicator who produces clean, executive-ready output. Builds plans and recommendations that senior leaders can read, act on, and trust.

Qualifications

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.

Essential

• 6+ years of experience in consulting, program management, talent management or a related operational function.
• Track record of program management discipline - structured approach to planning, dependency management, risk escalation, and delivery on fixed cadences.
• Demonstrated AI-first mindset with hands-on tooling experience.

Preferred

• Experience in a high-growth technology or SaaS environment.
• Proven ability to produce executive-ready written output and present confidently to C-suite level stakeholders.

What We Offer

• Executive-level visibility and impact.
• A dynamic, collaborative environment.
• Competitive compensation and benefits.
• Opportunities for growth across the organization.

JV20

For positions in this location, we offer a base pay of $139,900 - $244,800, 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.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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