Senior Business Operations Manager – DTO Strategy and Operations

Website ServiceNow

Company Description

At 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™.

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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.

Job Description

Position Overview:

We are seeking a highly skilled and experienced Senior Business Operations Manager to oversee and optimize our IT strategy and operations working closely with the Director of Digital Technology, Strategy and Operations. The ideal candidate will have a strong background in IT management, business process optimization, and strategic planning. They will be responsible for ensuring the efficiency, effectiveness, and alignment of our IT operations with the organization’s overall business objectives


-Strategic Planning: Develop and implement strategic plans and initiatives to optimize IT operations and support the organization’s business goals and objectives.

-Business Process Optimization: Identify opportunities for process improvement and optimization within IT operations, leveraging technology and best practices to enhance efficiency and effectiveness.

-Cross-Functional Collaboration: Collaborate with key stakeholders across departments to align IT initiatives with business priorities, ensuring seamless integration and support for organizational objectives.

-IT Governance and Compliance: Understanding of IT governance frameworks, policies, and procedures to ensure compliance with regulatory requirements and industry standards.

-Performance Monitoring and Reporting: Monitor and analyze IT performance metrics and key performance indicators (KPIs), providing regular reports and insights to senior management to support decision-making and drive continuous improvement.

-Resource Management: Manage IT resources, including budget, staffing, and infrastructure, to ensure optimal allocation and utilization in support of business objectives.

-Vendor Management: Oversee relationships with IT vendors and service providers, ensuring alignment with contractual obligations, service level agreements (SLAs), and performance expectations.

-Risk Management: Identify and mitigate IT risks and vulnerabilities, implementing controls and measures to safeguard data, systems, and infrastructure from security threats and breaches.

-Change Management: Lead change management efforts related to IT initiatives, ensuring effective communication, stakeholder engagement, and adoption of new technologies and processes.

-Continuous Improvement: Drive a culture of continuous improvement within the IT organization, fostering innovation, learning, and collaboration to enhance operational excellence and deliver value to the business.



– Bachelor’s degree in Information Technology, Business Administration, or related field; Master’s degree preferred.

– Minimum of 5 years of experience in IT management or business operations, with a proven track record of success in driving operational excellence and business value.

– Strong understanding of IT governance frameworks, best practices, and regulatory requirements (e.g., ITIL, COBIT, GDPR, etc.).

– Excellent leadership, communication, and interpersonal skills, with the ability to build and maintain effective relationships with stakeholders at all levels of the organization.

– Strategic thinker with the ability to translate business requirements into actionable IT initiatives and solutions.

– Experience with project management methodologies and tools, with a focus on delivering projects on time, within budget, and with high quality.

– Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to drive performance improvement.

– Strong problem-solving skills and the ability to manage complex, cross-functional initiatives in a fast-paced environment.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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