Operations Manager - Succession Planning

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.

Job Description

We are seeking a strategically minded and operationally focused Operations Manager to join our enterprise-wide Succession Planning team. This key role will lead infrastructure, technology, and enablement strategies—leveraging data analysis and AI—to enhance our talent pipeline and ensure leadership continuity across the organization. 

Key Responsibilities

Operations Excellence & Infrastructure Management 

• Implement and maintain robust tracking systems to ensure organizational rigor across all succession planning activities 

• Drive operational excellence through systematic maintenance of succession planning infrastructure, ensuring meticulous organization of data, resources, and processes across Microsoft Teams, SharePoint, and other digital platforms 

• Design and implement efficient tracking systems for succession metrics, audit requirements, and program effectiveness measurement 

• Establish standardized processes and AI-enabled workflows to ensure consistency and scalability of succession planning initiatives 

Technology Enhancement & AI Integration 

• Partner with PISA (People Insights & Analytics), GPPSD (Global People Processes & Solutions Delivery), and DT (Digital Technology) to deliver strategic technology and data innovations that elevate succession planning outcomes 

• Lead the design and development of dashboards and data tools, and manage integrations with platforms such as Workday, ServiceNow, and other HR technologies 

• Champion the use of predictive analytics, AI-powered insights, and visualization tools to surface leadership trends, risks, and readiness gaps 

• Drive the enablement and adoption of AI across succession planning processes—identifying opportunities to apply AI and automation to talent identification, capability forecasting, and scenario modeling 

• Lead and support AI-driven pilots and scalable innovations, ensuring our succession strategy remains forward-looking, tech-enabled, and future-ready 

• Serve as a thought partner in shaping the long-term AI strategy for succession planning, enabling smarter, faster, and more informed leadership decisions globally 

Strategic Planning & Stakeholder Management 

• Orchestrate proactive planning and predictable execution through cross-functional stakeholder engagement 

• Establish and maintain structured cadences for succession planning reviews and updates 

• Manage performance tracking and audit requirements to ensure compliance and effectiveness 

• Oversee vendor relationships and deliverables, ensuring alignment with organizational objectives 

• Facilitate executive-level succession planning discussions and presentations 

HR Business Partner Enablement 

• Develop and deploy comprehensive toolkits, frameworks, and resources for HRBPs to drive succession planning across the organization 

• Design and deliver enablement initiatives to build HRBP competencies in succession planning 

• Establish centers of excellence and best practice sharing forums 

Communications & Change Management 

• Manage operational aspects of succession planning communications and marketing strategy 

• Develop and maintain HRBP toolkits, manager resources, and enablement materials 

• Create compelling narratives and materials to drive engagement and adoption 

• Lead change management efforts to embed succession planning into organizational culture 

Financial & Vendor Management 

• Oversee procurement processes related to succession planning tools and services 

• Manage vendor payment tracking, budget monitoring, and contract administration 

• Conduct cost-benefit analyses for succession planning investments 

• Ensure financial compliance and optimize resource allocation

Qualifications

To be successful in this role you have:

• Bachelor's degree in Business Administration, Human Resources, or related field; Master's degree preferred 

• 5-7 years of experience in HR operations, talent management, or related field 

• Proven track record of managing complex, cross-functional projects 

• Experience with succession planning or talent development programs highly preferred 

• 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.

• Advanced proficiency in HRIS systems, particularly Workday 

• Experience with ServiceNow or similar IT service management platforms 

• Strong data analysis and visualization capabilities using tools like Tableau, Power BI, or similar 

• Proficiency in Microsoft Office Suite, especially Excel, Teams, and SharePoint 

• Solid understanding of predictive analytics, HR metrics, and data-informed decision-making 

• Experienced in leveraging AI-enabled tools and platforms to enhance insights, automation, and planning within succession and talent processes 

• Ability to identify opportunities for AI integration and collaborate with technical teams to pilot and scale AI-driven solutions in support of future-focused succession strategies

JV20

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 [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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