Sr. Manager, Welcome Me / Wish Me Well HR Operations Global

Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.What you get to do in this role:We are seeking a Senior Manager, Welcome Me / Wish Me Well HR Operations to join our Global People Care Team within Global People Operations to ensure delivery of a differentiated Lifecycle support Experience for ServiceNow employees. In your role as a Senior Manager, Welcome Me / Wish Me Well HR Operations, you will be accountable for all global operational outcomes in the assigned scope areas, leveraging a global team of talented, passionate Care advisors, engaged through our People Enablement Centers (PEC) in India, Ireland, and Costa Rica. You will provide leadership, direction, and coaching.  You will also partner with our Product and Digital Technology teams to build and implement creative and innovative global solutions to ensure improvements and adherence to our customer commitments. You will also work closely with the HR Business Partner leadership to ensure support for their operational needs.We’re looking for an innovative and data-driven leader who will globally streamline lifecycle support processes focused on Onboarding and Offboarding leveraging the best that the ServiceNow HRSD platform has to offer, driving scale for ServiceNow today and in the future. We need a data-driven person who can find quick wins to remove immediate operational roadblocks, create the future state process for the global operation, while enhancing the employee experience. We need a person with a builder’s mindset who can leverage strategic and operational abilities to develop, implement, and drive programs to ensure we are driving scale.A role in the Welcome Me / Wish Me Well HR Operations team is fast-paced and exists in a very dynamic environment. You’ll need a team spirit, be an action-oriented change-champion, able to drive operational efficiency, thrive in an evolving environment, and be excited about building and optimizing processes. Key responsibilities:Lead the Welcome Me / Wish Me Well Care pillar, responsible for operations strategy, executive stakeholder engagement and partnerships, service excellence, voice of the customer, and collaborate with Business Product Leads on product initiatives and prioritizationPOC and owner for all executive stakeholders & partner engagements for Service Delivery (COEs, BU, Product/DT, GPPSD, HRBP)Responsible for owning regular operating rhythm with PEC and including them in stakeholder engagements as necessaryDrive and influence change across executive stakeholders to enhance our delivery model & operations; partner with key stakeholders to ensure knowledge is updated and accurateIdentify and influence opportunities for self-service, process optimization, and innovation to drive improvements to lifecycle processes to achieve increased productivity, global consistency, and adherence to our customer commitments while fully leveraging automation and Generative AI capabilitiesMonitor and evaluate relevant KPIs and OKRs, analyzing data for insights and root causes to continually refine and optimize processesBe the primary owner and driver of all activity on ServiceNow’s Human Resource Service Delivery (HRSD) platform and ensure that all parties are properly managing tickets and backlogs to ensure adherence to customer expectations.Proven ability to manage third-party vendors and services, driving and influencing their roadmaps and implementationsBe a master of the data that measures our outcomes, ensuring the team is delivering to customer expectations and driving root cause analysis and action plans where gaps existDrive and execute projects that will radically improve the effectiveness of our lifecycle processes, with an agile and consultative approachBuild and maintain productive partnerships with Global People Operations and HR Business Partner leadershipContribute to cross-functional projects which impact Welcome Me / Wish Me Well HR OperationsPartner with the PECs to ensure a portfolio of training and development assets are built and maintained to drive a consistent onboarding program for new team members that shortens the ramp time to productivityCollaborate and partner with stakeholders across the organization where required – including Global People Operations team, Talent Acquisition, Global Mobility, Compensation, Employee Relations, Operational Excellence and Governance, People Product and Project Management Office, Digital Technology, Legal and ComplianceBe a change champion: advocate for and promote the change that impacts the Welcome Me / Wish Me Well Operations team.Manage a diverse team through several staffing models that delivers on global goals and impacts organizational success