Senior Manager - Learning Operations, Staffing & Support, Learning Innovation Solution Studio (LISS)

Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
The Senior Manager is a strategic and operational leader responsible for end-to-end resource management and customer support operations. He/She will be responsible for the efficient allocation and management of curriculum resources within the Learning Innovation team, including Curriculum Development, Operations, Support and Certification. This role ensures optimal utilization of team members, accurate tracking of project time, and effective collaboration with stakeholders and leadership to meet learning and development objectives. While the role owns capacity planning, staffing, and utilization, he/she is also responsible for architecting and managing the internal Customer Service and Support organization. The role ensures support experiences are scalable and high-quality, and operational decisions are driven by data, AI, and automation. The role plays a critical role in talent management, capacity planning, project forecasting, and maintaining clear communication across the department. Additionally, identify and implement opportunities to integrate Artificial Intelligence (AI) and automation into workflows, to improve efficiency, accuracy, and stakeholder engagement.
What you get to do in this role:
Timecard Management & Approval:

• Review and approve timecards for assigned resources, ensuring accuracy and adherence to company policies and project budgets.
• Verify time entries against project assignments and deliverables. Address and resolve any discrepancies or issues related to time reporting.
• Maintain accurate records of time off, holidays, and other absences.
• Identify performance issues and timeline constraints, then escalate to leadership.

Capacity Planning & Resource Allocation:

• Create and maintain a comprehensive understanding of the team's capacity and capabilities.
• Collaborate with project managers and stakeholders to forecast resource needs for upcoming projects.
• Deep understanding of staff talent, incoming projects and skill sets required to staff projects.
• Allocate resources such as curriculum developers and instructional designers to projects based on their skills, knowledge, ability, availability, and project priorities.
• Utilize ServiceNow Resource Management to effectively manage timecards and capacity.
• Proactively manage resource conflicts and competing priorities.
• Analyze resource utilization data to identify trends and opportunities for improvement.
• Key role for monitoring and orchestrating onboarding and offboarding contractors and managed service providers.
• Proactively identify, escalate, and resolve resource risks to manage expectations

Stakeholder & Leadership Collaboration:

• Serve as a primary point of contact for stakeholders regarding resource availability and allocation, and support performance.
• Communicate regularly with Managers, Learning Solutions Architects, and leadership to provide updates on resource status and project progress.
• Participate in demand management and project planning meetings to provide input on resource requirements and timelines.
• Collaborate with stakeholders to resolve resource-related issues and ensure project success.
• Provide regular reports to leadership on resource utilization, capacity, and project performance.
• Represent Learning Operations with leaders, customers, and cross-functional partners.

Process Design, AI & Automation:

• Identify and implement opportunities to integrate AI, automation, and bots into:

Resource planning and capacity forecasting

Time and utilization tracking

Support ticket triage, routing, and resolution

Knowledge management and self-service

• Assess current systems, tools, and workflows to ensure they scale with business growth.
• Use AI-driven insights to improve decision-making, efficiency, and stakeholder transparency.
• Lead change management, communications, and rollout of new processes and tools

Customer Service & Support Operations Leadership:

• Evolve the customer support model and operating framework.
• Establish SLAs, KPIs, escalation paths, and quality standards for global support operations.
• Manage the Global Customer Service and Support team and oversee day-to-day support delivery with help from leads.
• Track and drive continuous improvement of support processes and experience.
• Partner with cross-functional teams to address systemic issues and reduce support demand

Qualifications
To be successful in this role you have:

• 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.
• Minimum 10-12 years of experience with atleast 5 years leading Customer Service and Support Organization.
• 3+ years of experience in resource management
• 1 year of experience using ServiceNow's Strategic Portfolio Management application with a focus on resource management preferred, or similar tools to manage resources and capacity planning.
• Experience integrating or evaluating AI and automation in operational workflows.
• Proficiency in MS Excel, PowerPoint, and data analysis.
• Strong analytical and problem-solving skills with experience creating detailed reports for capacity and planning.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• 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.
• A high level of flexibility, creativity, and dependability.

JV20
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.
From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.