Senior Manager, Process Engineering & Operational Excellence - Federal

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
Please Note:This position will include supporting our US Public Sector customers.
"This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.
Overview:
We are seeking a self-directed, highly strategic and execution-focused Senior Manager of Process Engineering & Operational Excellence to lead a global team of diverse, high-performing professionals in transforming and optimizing operational processes across our cloud-based services organization.
This leader will be responsible for driving continuous improvement initiatives, eliminating inefficiencies, creating bonds with stakeholders to generate new opportunities, and establishing scalable, end-to-end enterprise workflows. The ideal candidate will have a strong foundation in Operational Excellence, Lean Six Sigma, and a passion for building data-driven, future-ready processes that incorporate emerging AI capabilities.
Key Responsibilities:

• Lead and Inspire a global team of process engineers and operational excellence professionals, both as a peer contributor and visionary manager to deliver measurable outcomes aligned with organizational priorities.
• Identify and Prioritize areas of process friction or inefficiency in partnership with cross-functional stakeholders across Global Cloud Services (GCS) and other technical teams.
• Design and Implement scalable, enterprise-wide process solutions where none exist, and optimize existing workflows for greater performance and ROI.
• Champion Operational Excellence: Promote and apply Lean Six Sigma and improvement principles to all initiatives, mentor others in these methodologies to embed a culture of continuous improvement.
• Drive AI Integration by exploring, designing, and implementing Agentic AI-based solutions and workflows that enhance automation, decision-making, and end-user experience.
• Collaborate Cross-Functionally to align process engineering initiatives with business strategies, operational metrics, and technology roadmaps.
• Develop Strategic Partnerships within and beyond the business unit through driving the implementation of complex programs across GCS globally.
• Enable Process Adoption by developing training, change management, and enablement programs that promote sustainable usage of tools and processes.

Why Join Us?
You'll have the opportunity to shape how a global, fast-moving cloud organization evolves its processes in an increasingly AI-enabled world. If you're motivated by impact, leadership, and the opportunity to build intelligent systems that scale, we want to hear from you.
Qualifications

• 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.
• 8+ years of experience in process improvement, operations, or strategy roles-preferably in cloud-based or SaaS environments.
• 5+ years management experience; proven experience leading global teams and driving cross-functional initiatives.
• Strong knowledge and practical application of Lean Six Sigma (Green or Black Belt preferred), and Operational Excellence principles.
• Experience in transformational process initiatives
• Experience with AI-driven process automation, agentic design, or intelligent workflow platforms is a strong plus.
• Excellent stakeholder management, communication, and influencing skills across all levels of the organization. Ability to influence without direct authority for productive collaboration across multiple organizations
• Proven ability to build strategic relationships and generate value-adding work opportunities to grow the project pipeline/backlog.
• Passion for innovation, continuous improvement, and operational agility.
• Knowledge of the ServiceNow Platform a plus
• Bachelor's degree in Engineering, Business, Operations, or a related field.

For positions in this location, we offer a base pay of $146,400 - $256,200, 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.
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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