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.
The Role
As Senior Business Manager to the GVP of Product Delivery and Innovation, you will work closely with the PD&I leadership, CEG Geo aligned teams and APEX product leaders as a trusted extension of their vision, leadership, and voice. In this role, you will connect dots across the organization, surface insights and emerging trends, and help ensure operational excellence in the day-to-day running of the business. You will lead and support strategic initiatives, collaborate cross-functionally, and play a central role in shaping and amplifying the leader’s intent and messaging.
What you get to do in this role:
Strategic Execution & Decision Support
- Act as a trusted advisor to the PD&I GVP delivering data-driven insights and operational guidance that inform strategy, execution, and tradeoffs.
- Lead high-priority, ambiguous initiatives end-to-end, supporting executive decision-making through structuring complex business problems, developing hypotheses, driving analysis, and translating insights into clear recommendations and executive-ready narratives.
- Proactively identify and drive initiatives and continuous improvements. aligned to PD&I’s vision and mission.
- Partner cross-functionally with the business partners including Operations, Finance, HR, Communications, and other teams to ensure alignment and drive seamless execution.
Operating Cadence & Governance
- Own the operating rhythm of the organization including leadership team regular performance updates, QBRs, executive readouts, Summer Strategy, and Annual Operational Planning for the team.
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- Drive leadership team effectiveness through shaping LT session content, off-sites, and decision forums to ensure meetings are structured and results-driven while improving clarity, alignment, and follow-through.
Leadership Effectiveness
- Prepare strategic documentation, briefings, and presentations to support PD&I leadership forums and the PD&I GVP’s participation in global CEG & APEX forums.
- Plan and facilitate LT staff meetings: set agenda inputs, ensure discussions are efficient and outcomes-focused, and track follow-through on commitments.
- Manage the engagement across PD&I teams and cross-functional partners, ensuring the right people are connected at the right time.
Communication Alignment
- Serve as the connective hub across CEG & APEX by pre-wiring discussions, aligning stakeholders, and ensuring work is coordinated, polished, and decision-ready ahead of executive review.
- Shape executive and organizational communication, drafting written updates and supporting live forums (all-hands, AMAs, keynotes) to ensure consistent, clear, and effective messaging.
- Serve as a subject-matter expert on priority initiatives by managing executive inquiries, developing action plans, and overseeing related communication strategies
Proxy & Stakeholder Representation
- Act as the PD&I GVP’s proxy in internal settings when required: ELT coordination, cross-functional meetings, and stakeholder alignment calls.
- Act as an internal influencer, fostering collaboration and a high-performance culture across PD&I.
Qualifications
To be successful in this role you have:
- AI-First: Experience leveraging, evaluating, and thoughtfully integrating AI into work processes, decision-making, and problem-solving.
- Strategic mindset: An ability to understand key business drivers, structure ambiguous problems, and develop actionable strategies.
- Product experience – ideally experience of partnering with or actively engaging with product engineering teams.
- Communication: Exceptional verbal, written, and presentation skills for influencing senior leaders and cross-functional teams. Executive presence with the ability to engage and influence leaders across the enterprise.
- Collaboration: A demonstrated ability to work effectively in a highly matrixed environment and partner with diverse stakeholders. Experience leading cross-functional initiatives, driving alignment, and delivering measurable impact
- Ownership: High degree of ownership, adaptability, and a growth mindset. Self-starter with a bias for action, who thrives in fast-paced, high-growth environments. Willingness to roll up your sleeves while maintaining a strong focus on leverage, outcomes, and impact.
- SAAS insights: Passion for enterprise software and emerging technologies, especially AI. Strong understanding of enterprise SaaS business models, customer success, and go-to-market motions.
- Global awareness - understanding of business cultures and stakeholder dynamics across international teams and organizations.
- Demonstrated experience supporting C-suite or VP-level leaders in a Chief of Staff role, ideally across multiple geographies and within a fast-paced global technology or SaaS organization.
Personal Attributes:
- Discretion & Judgement: Handles sensitive information and high-stakes situations with the composure of a trusted confidant.
- Anticipates Rather Than Reacts: Stays three steps ahead of the PD&I GVP’s needs; spots gaps before they become problems.
- Masterful Communicator: Writes and speaks with clarity, precision, and the PD&I GVP’s voice when required. Never over-communicates or under-communicates.
- Resilient & Composed: Remains effective under pressure, ambiguity, and high pace. Inspires calm in others.
- Adaptable: Thrives in a fast-moving environment where priorities shift and context changes rapidly.
- Connector: Naturally builds relationships across teams and functions; seen as a trusted interface by APEX and CEG leaders and cross-functional partners alike.
FD21
For positions in this location, we offer a base pay of $165,500 - $289,600, 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 qual
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