Senior Manager, Enterprise Data Management & Continuous Improvement

Senior Manager, Enterprise Data Management & Continuous Improvement

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.

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 organizations data strategy and providing actionable insights to maximize productivity and effectiveness. This role will ensure data is treated as a critical business assetreliable, 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 :

Basic Qualifications :

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.