At ServiceNow, we drive operational excellence through data-driven insights, strategic planning, and exceptional cross-functional execution. As a Business Operations leader supporting a Major Area, you will partner closely with VP and AVP-level stakeholders to accelerate business outcomes, shape strategy, and operationalize performance across the organization.
What you get to do in this role:
Strategic Partnership & Performance Enablement
- Act as a trusted advisor to Major Area VPs and AVPs, delivering data-driven insights and operational guidance that inform business strategy and execution.
- Lead and own business performance reviews, translating data into actionable recommendations to drive GRR, NRR, and product adoption improvements.
- Design and manage scorecards and KPIs across all levels in the Major Area; ensure alignment with corporate targets and cascading goals.
Business Insights & Execution
- Monitor and analyze GRR, NRR, and adoption trends to identify opportunities and risks; proactively develop remediation plans with cross-functional partners.
- Develop and lead execution of “get-well” plans for underperforming or at-risk customers, ensuring accountability and measurable outcomes.
- Drive headcount and budget planning in partnership with Finance, ensuring alignment with strategic priorities and operational needs.
- Prepare forward-looking business insights, materials, and recommendations to support customer meetings, QBRs, and planning engagements.
Operational Planning & Governance
- Manage the cadence and consistency of Priority QBR deliverables and reporting, ensuring clarity and alignment across all stakeholders.
- Organize and facilitate strategic planning sessions and operational reviews to align on goals, progress, and next steps.
- Serve as an operational thought leader who brings clarity to ambiguity and accelerates decision-making.
Communications & Culture Enablement
- Lead internal communications for the Major Area, reinforcing strategic priorities, culture, and executive visibility.
- Deliver compelling All Hands materials, newsletters, and internal posts that inform, engage, and inspire.
- Curate and amplify authentic social/digital content to strengthen culture and recognition across teams.
- Scope and support VP-level participation in internal events, ensuring alignment with key narratives and business messaging.
- Foster a culture of continuous improvement, innovation, and fun—embedding operational excellence in everything we do.