Senior Manager Strategy, Planning, Operations (SPO) – Analytics & Insights

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.

What you get to do in this role:   

About the Team 

The Strategy, Planning, and Operations (SPO) team serves as the strategic engine of the Customer Excellence Group (CEG) organization. Within SPO, the Central Strategy team drives high-impact, cross-functional initiatives that shape strategy, improve execution, and accelerate performance across the business, spanning Strategy, Initiative Delivery, Strategic Programs, and Realization. 

The Analytics + Insights pillar sits within Central Strategy and leads CEG’s analytics function. It turns data into insights that strengthen customer health, accelerate adoption, and directly inform leadership decisions. The pillar owns CEG executive scorecards, OKR metrics and targets, corporate OKR and SPM reporting, and Quarterly Impact Insights, and supports the AI Command Center, Global Forecast Call, and Mission Control. We are a lean team, so prioritization and simplification are part of everyone’s job. 

The Role 

We are looking for a Senior Manager, Analytics & Insights who can turn executive reporting into strategic decisions. This is an individual-contributor role with no direct reports. 

CEG’s scorecards, OKR/SPM reporting, and Quarterly Impact Insights are the foundation of the role. You will be accountable for their accuracy and narrative, and you will use them as your early-warning system: spotting emerging issues, connecting signals across reporting streams, and deciding what deserves a deeper look. You will then build the model or analysis, and bring the CEG Leadership Team a clear recommendation and a plan for follow-through with partners across product, engineering, sales, marketing, finance, and customer success. 

This is a hands-on role. Recurring analytical reporting is real work that comes with the job. The expectation is that you use what it shows to set and drive the analytical agenda. 

What You’ll Do 

Run the reporting engine 

• Be accountable for CEG executive scorecards across global, geo, and major-area views, including commentary on what changed, why, and what leadership should do about it. 

• Define and maintain CEG OKR metrics and targets, along with adoption and downsell reporting. 

• Run the corporate OKR/SPM reporting cycle with metric owners, and make sure figures reconcile across scorecards, OKR submissions, and executive materials before they reach leadership. 

• Own the analysis and executive narrative for Quarterly Impact Insights, working with Finance on the underlying data. 

• Contribute account-level analysis and metrics to the AI Command Center and the Global Forecast Call. Stay fluent in the weekly D&L forecast and Partner 360 ROI so you can connect them to your analyses. 

Find what matters and analyze it 

• Review each reporting cycle for emerging risks, anomalies, and open questions, and decide which warrant deeper analysis. 

• Structure ambiguous problems, form hypotheses, and build driver-based models and scenarios that quantify what is at stake and what would change the outcome. 

• Deliver strategic analyses that end in a recommendation, a named decision-maker, and agreed next steps. 

• Turn recurring ad hoc requests, such as Impact coverage analysis and account enrichment for undeployed backlog work, into planned analyses instead of one-off scrambles. 

• Drive follow-through with cross-functional partners, influencing without direct authority. 

Make the system better 

• Reduce manual consolidation through automation, standard templates, and consistent metric definitions across reporting streams. 

• Recommend which reports and metrics to simplify, merge, or retire based on how leaders actually use them. 

• Apply AI where it improves the speed or quality of analysis, and evaluate critically where it doesn’t. 

Required 

• Experience: 8+ years in investment banking, private equity, management consulting, or strategy and operations roles, where rigorous analysis and executive decision support were core to the job. We value the modeling discipline these paths build, and we also welcome analytics leaders from technology companies who can show the same. 

• Modeling and analytical rigor: Advanced Excel (or equivalent) with demonstrated experience building financial or operational models that informed an executive decision. You can show us a model you built and explain the judgment behind it. 

• Strategic problem-solving: Experience structuring ambiguous problems, finding the signal in recurring metrics, and recommending a course of action. 

• Executive communication: Strong written, verbal, and presentation skills, with the ability to influence senior leaders through clear storytelling and analytical confidence. 

• Collaboration: Experience in a matrixed environment, aligning stakeholders and following through on recommendations without direct authority. 

• Ownership of delivery: Comfortable owning recurring reporting with high accuracy, and using it as the starting point for deeper work. 

Preferred 

• Experience owning executive scorecards, OKR or operating-metric reporting, or quarterly business reviews. 

• Power BI and experience with cloud data warehouses such as Snowflake. 

• Working knowledge of SaaS business drivers such as adoption, renewal, and expansion. 

• Experience using AI to improve analysis, decision-making, or operational processes. 

FD21

For positions in this location, we offer a base pay of $165,500 - $289,600, 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.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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