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ServiceNow, Inc. Senior Manager Global Talent Care in Santa Clara, California

Senior Manager Global Talent Care

Overview

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The Global Talent organization continues to transform and innovate how we enable ServiceNow’s talent globally. We are seeking a Sr. Manager of Global Talent Care to build a global team of HR Advisors who will support our employees and leaders across all HR topics and needs. The successful candidate is a high-energy, self-starter with an proven experience in the Human Resources and Shared Services fields leading a team that delivers high levels of customer satisfaction through their HR expertise and the leveraging of technology to scale globally.

Responsibilities

As the Sr. Manager of Global Talent Care, you will drive the strategy of the Care Delivery team to provide exceptional service to all ServiceNow employees and leaders, focusing on the overall direct employee experience and access to information via robust self-service options. Develop, lead and evolve the capabilities of the employees within Global Talent Care Team for the goal of high customer satisfaction at scale, evolving and improving net-promoter scores and overall brand of the Global Talent Care Team.Focus on operational excellence in the processes, tools and resources that are used by the Global Talent Care employees to provide efficient and excellent service to all employees and further enabling the care team to reduce efforts and expand support to other areas (LEAN).Manage the interactions with our HR COEs and HR Business Partners by understanding their business needs and proactively providing support.

This team will own the delivery and operations framework for new services engagement models as measured by tNPS, first contact resolution, customer perception of care, and self-service utilization rates.Your innovative leadership will help us think differently and even shape our product’s trajectory by working with the product team to illustrate high-value use cases and success metrics.

Your focus will be to define what can be, versus expanding or replicating what is already in play. If you have a passion for disruption and a track record of success developing and launching technology and great experiences for employees, we’d like to hear from you!

Qualifications

  • A passion for delighting customers through innovative services experiences is the central theme of this role. We are looking for a leader and motivator, with experience building and leading growing global teams. At least 6-8 years with progressive experience in HR shared services in a services-based technology industry or SaaS organization.

  • Must exhibit strong people leadership… the ability to inspire a team to deliver and champion awesome customer experiences and implement creative, innovative, best in class solutions

  • Lead a team of Generalists and Specialists to ensure that workload is properly distributed and adjusted in peak periods.

  • Experience leading HR programs that focus on delivering measurable business outcomes and value.

  • Lead our team in practicing Knowledge Centered Support (KCS) as a key enabler of global teams and employee self-service.

  • Ability to effectively influence and partner with key internal stakeholder teams including CoEs, HRBPs through regular pro-active interaction to understand the support needs of the business

  • Ability to create an environment of innovation and continual improvement to re-imagine how we deliver the customer experience leveraging design thinking, LEAN methodology, and other continuous process improvement methods.

  • Create greater efficiencies and optimization for the HR Knowledgebase to ensure a better employee experience as well as drive employees to Tier 0 (self-service).

  • Oversight for metrics and KPIs to provide data and insights to improve HR service offerings and operations within the Global Talent.

  • Demonstrate working knowledge of employment regulations around the world including federal, state, and local regulations as they pertain to HR.

  • Bachelor’s degree required – business administration, Human Resources, or Organizational Psychology preferred

  • Experience with HR Systems such as Workday, SAP, and others.

TravelAbility to travel up to 25% in order to connect with international teams.

Location

  • Since this role manages a global team, it may be located in one of four of our global service centers including: Santa Clara, San Diego, Hyderabad, and Staines UK.
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