Senior Manager

Job Description

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"

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.
• 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

#CSTAS

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.