Senior Manager, Enterprise Data Management & Continuous Improvement

At ServiceNow, we make the world work better for everyone. Our global Customer Service & Support (CSS) team is at the heart of that mission, ensuring our customers have seamless, efficient, and exceptional experiences. We are looking for a Senior Manager, Enterprise Data Management& Continuous Improvement to drive data-driven transformation, enhance efficiency through predictive insights, and drive decision making through executive storytelling, data modeling and future focused models.

The Senior Manager of Data Management is a strategic leader responsible for defining, governing, and executing the organization’s data strategy and providing actionable insights to maximize productivity and effectiveness. This role will ensure data is treated as a critical business asset—reliable, secure, compliant, and readily available to drive decision-making, innovation, and business growth. The Senior Manager will partner across business units, technology, and compliance functions to establish critical standards and lead high-performing teams in data governance, engineering, and data operations.

Key Responsibilities

• Develop and lead the global Customer Service & Support (CSS) data management strategy, including governance, architecture, stewardship, and operations with an emphasis on AI
• Build predictive models that guide business decisions for Support with an emphasis on AI
• Translate complex analytics into executive-level strategic recommendations, provide critical updates to Support executives that inform decision making and investments.
• Establish foundation for advanced predictive analytics capabilities
• Tie data to capacity, headcount and funding models that incorporate shifts from the leverage of AI, maximizing resource allocation and spend
• Visualize key Support trends and patterns that drive action and programmatic investments to address gaps.
• Improve productivity and efficiency models to incorporate AI planning and associated savings
• Establish and enforce policies, standards, and processes to ensure data quality, integrity, security, and compliance with regulatory requirements
• Partner with technology and business leaders to align data initiatives with enterprise priorities, enabling advanced analytics, AI/ML, and digital transformation efforts.
• Build and lead a team of data professionals, fostering a culture of accountability, innovation, and continuous improvement.
• Champion data literacy and promote the adoption of data-driven decision-making across the organization.
• Manage budgets, resources, and vendor relationships to maximize the value of data investments.
• Demonstrated ROI from data initiatives (efficiency gains, cost savings, revenue enablement).
• Develop Data Strategy aligned with business and technology goals.
• Drive improved enterprise-wide data literacy and adoption of data-driven practices.
• Establish KPIs for data maturity and business value realized through data management.
• Lead regular reporting to executives on progress toward strategic data goals
• Own the CSS data strategy (governance, architecture, stewardship, operations) aligned to business outcomes and CX vision"

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.
• Experience building highly scalable solutions for real-time analysis and reporting for multi-terabyte data sets using technologies like: Impala, Hive, HBase, Spark and Hadoop environment in general.
• Solid hands on experience with SQL, python and spark
• In depth knowledge of data Science & Machine Learning Methodologies
• Experience working with real time large time series data pipelines
• Experience with anomaly detection, alerting and monitoring strategies and implementations
• Statistics and Mathematical Modeling experience
• Ideal candidate is highly motivated, self-driven and flexible
• Ability to learn quickly in a fast-paced environment
• Proven experience managing/leading geographically distributed teams
• Excellent written and verbal communication skills

Basic Qualifications:

• 15+ years of overall data science or data analytics experience with 5+ years in management positions

For positions in this location, we offer a base pay of $197,800 - $346,200, 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.

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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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.