Business Operations Manager, ServiceNow
Customer Excellence Group, Scale and Mid-Market Operations Leader
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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
- Strong program management skills
- Excellent understanding of budget and headcount management
- Excellent understanding of functional operational processes
- Excellent verbal and written communication skills, teamwork skills, and an engaging personality
- Ability to translate business strategies into effective narratives
- Proven ability to effectively interface with a diverse range of roles at all levels
- Resourceful, self-motivated, and able to independently prioritize shifting workloads in a high-growth, ever-changing environment
- Ability to work in a matrix organization structure
- Strong AI aptitude: Demonstrated experience leveraging AI-powered tools for analytics, workflow automation, predictive modeling, or decision support. Comfortable exploring new AI capabilities and integrating them into operational processes
- 3-5 years of experience in business operations, customer success operations, or program management—ideally in a SaaS or subscription-based business environment
- Demonstrated ability to build relationships and collaborate effectively with cross-functional teams and stakeholders at various levels
- Strong analytical skills with the ability to work with data, identify trends, and create actionable insights using modern analytics and AI tools
- Experience building dashboards, scorecards, and tracking mechanisms to monitor performance (familiarity with AI-enhanced analytics platforms a plus)
- Experience with headcount planning, capacity modeling, and resource allocation in customer-facing organizations
- Proven track record managing multiple initiatives simultaneously with strong organizational and project management skills
- Excellent communication skills with the ability to synthesize complexity and present clear recommendations
- Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes
- A proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operations
- Based in Dublin or willing to relocate
What the job involves
- At ServiceNow, customer adoption drives renewal success, revenue retention, and satisfaction
- As a Scale Operations Manager supporting our Mid-Market Major Area and Scale Leaders, you will partner closely with these Leaders to drive customer adoption initiatives, mitigate downsell risk, and improve Net Promoter Scores across our fastest-growing customer segments
- You'll leverage AI-powered tools and insights to scale operations, automate workflows, and drive data-driven decision-making
- Partner with Scale and Mid-Market Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
- Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
- Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization
- Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed
- Build strategies to drive a sales motion to ensure MM and Commercial customers have the right level of Customer Success for post-sales coverage
- Support headcount management and capacity planning, including Success Guide and CSM ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support
- Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities
- Monitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account Executives
- Track and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements
- Create regular performance insights and recommendations for Major Area Leaders to inform strategic decisions, automating reporting where possible
- Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Commercial and Mid-Market segments
- Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area
- Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans
- Ensure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effort
- Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytelling
- Translate complex data into clear, actionable insights that drive stakeholder alignment
- Support internal communications to reinforce adoption priorities and celebrate customer success wins
- Foster a culture of customer-centricity, continuous improvement, and AI-enabled innovation across the teams you support
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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