Strategy, Planning & Operations (SPO) Senior Manager - Analytics & Insights

Company Description
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
About the Team:
The Strategy, Planning, and Operations (SPO) team serves as the strategic engine of the Customer Excellence Group (CEG) organization. We drive high-impact, cross-functional initiatives that shape strategy, improve execution, and accelerate performance across the business.
The Analytics + Insights pillar within CEG SPO exists to bring clarity to complexity, transforming data into actionable insights that directly inform leadership decisions and business outcomes.
The Role:
We are seeking a highly analytical, model-driven, and execution-oriented Senior Manager of Strategic Operations to join the Analytics & Insights team. This role sits at the intersection of strategy, analytics, and operations and serves as a trusted advisor to the CEG Leadership Team and a close partner to senior leaders across product, engineering, sales, marketing, finance, and customer success.
This is a hands-on role for someone who thrives in ambiguity, builds rigorous models, and uses data to shape strategy and guide decision-making at scale. You will structure complex problems, develop and test hypotheses, and translate analysis into clear, executive-ready recommendations that drive measurable impact.
What You'll Do:
Analytics, Modeling & Insights

• Structure complex business problems, develop hypotheses, and perform rigorous quantitative analysis to drive strategic recommendations
• Build and own complex Excel-based financial and operational models, including scenario analysis, sensitivity analysis, forecasting, and ROI modeling
• Analyze large, structured datasets to uncover trends, risks, and opportunities related to growth, retention, adoption, and performance
• Design and manage KPIs, scorecards, and dashboards; translate data into clear, actionable insights for senior leadership
• Partner closely with Finance on financial modeling, forecasting, and scenario planning aligned to strategic priorities

Strategic Partnership & Execution

• Act as a trusted thought partner to the CEG Leadership Team, providing data-driven insights and operational guidance
• Support strategic planning, quarterly business reviews, and executive readouts with forward-looking analysis and recommendations
• Identify value-creation opportunities across the business; design strategies to capture value and coordinate execution across functions
• Lead cross-functional initiatives that accelerate CEG's strategic objectives and improve business performance

Operational Cadence & Governance

• Own and drive the operating cadence of the business, including weekly performance tracking, QBRs, executive reviews, and annual planning
• Ensure consistency, clarity, and alignment across Priority QBR deliverables and reporting
• Bring structure and clarity to ambiguous problems and enable faster, better decision-making across stakeholders

Qualifications
To be successful in this role, you bring:

• 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
• Must be a U.S Citizen or have permanent residency status
• Experience: 8+ years in investment banking, private equity, management consulting, or strategy & operations roles within fast-paced technology companies, where rigorous analysis and executive-level decision support were core to the role
• Analytical Rigor: Advanced Excel proficiency is required, with demonstrated experience building complex financial and operational models. Experience with Power BI and working with data from Snowflake or similar cloud data warehouses is a strong plus
• Strategic Mindset: Ability to understand key business drivers, structure ambiguous problems, and develop data-backed, actionable strategies
• Executive Communication: Exceptional written, verbal, and presentation skills, with the ability to influence senior and executive leaders through clear storytelling and analytical confidence

For positions in this location, we offer a base pay of $162,600 - $284,600, 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, 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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