Portfolio Operations & Governance Lead

ServiceNow•Waltham, MA

11d•Remote

About The Position

The Portfolio Operations & Governance Lead position comes with the opportunity to play a key role in establishing operational excellence and sustainable ways of working across the Infrastructure & Automation (I&A) organization at ServiceNow. This role will serve as the standards and frameworks architect for the organization, responsible for defining and maintaining the systems, documentation, and measurement approaches that enable transparency, consistency, and efficiency across all I&A initiatives. An ideal candidate will blend process architecture expertise, analytical rigor, attention to detail, and cross-functional collaboration skills to ensure the organization operates with clear governance structures, measurable progress, and scalable best practices. This role involves a range of key responsibilities, all aimed at creating operational infrastructure and organizational clarity in how I&A delivers value to the business. As such, the candidate must balance standardization with flexibility, combining methodical execution with pragmatic problem-solving to support the organization's evolving needs.

Requirements

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
5+ years of experience in organizational design, process architecture, business operations, knowledge management, or governance roles within technology organizations or consulting environments
Proven expertise in framework and standards design, with a track record of building scalable governance models, documentation libraries, and organizational playbooks that drive consistency across distributed teams
Strong analytical and metrics design capabilities: Experience defining KPIs, designing measurement frameworks, building reporting structures, and translating data into actionable insights for leadership and operational teams
Exceptional documentation and knowledge architecture skills: Ability to create clear, comprehensive, and user-friendly documentation systems that become the foundation for organizational standards and ways of working
Technical proficiency with collaboration and productivity tools (SharePoint, Confluence, PowerPoint, Excel, Tableau/Power BI, visualization platforms)
Experience in cross-functional environments: Demonstrated ability to work effectively across business systems, delivery teams, and leadership stakeholders with varying priorities and perspectives
Strong communication and socialization skills: Ability to translate complex processes into accessible guidance, build consensus around standards, and influence without direct authority
Detail-oriented with a systems-thinking mindset: Balances precision and thoroughness with understanding of how governance components fit into the bigger organizational picture
Adaptable and resilient: Comfortable operating in ambiguity and shifting priorities while maintaining focus on delivering tangible governance infrastructure and organizational clarity.
Stakeholder engagement experience: Proven ability to build trust and credibility across levels, from operational teams to executive leadership

Nice To Haves

Familiarity with ServiceNow platforms and Go-to-Market operations, or similar enterprise technology environments
Experience supporting large-scale transformation or modernization initiatives through governance and standards work
BA/BS degree or equivalent work experience

Responsibilities

Establish, document, and continuously improve the operational frameworks and governance structures that enable I&A to deliver with consistency, visibility, and excellence. Drive transparency through metrics, dashboards, and knowledge management while architecting the templates and standards that scale best practices across teams.
Define and document repeatable frameworks that establish consistent standards for intake processes, decision-making protocols, prioritization criteria, and execution methodologies across the I&A organization
Develop and socialize organizational KPIs, establishing measurement frameworks that matter, designing reporting structures, and maintaining progress tracking against targets to provide real-time organizational health visibility
Build templates and standards libraries for ways of working and best practices – including requirement documentation standards, UAT playbooks, risk assessment frameworks, change management protocols, and delivery methodology toolkits
Support executive presentations by maintaining the latest versions of critical materials, ensuring accuracy and consistency in organizational status reporting, and preparing materials for leadership reviews and governance forums
Support I&A dashboards and portfolio analytics by defining data requirements, establishing measurement standards, collaborating with analytics teams, and ensuring metrics are accurate, meaningful, and actionable
Manage and maintain SharePoint pages, architecting and curating the internal I&A knowledge hub that serves as the single source of truth for frameworks, templates, standards, organizational structure, team information, and key resources
Define and maintain roles and responsibilities across I&A teams, creating and updating RACI matrices, documenting functional boundaries, organizational structure, and ensuring clarity on decision rights and escalation paths
Demonstrate flexibility in adjusting priorities and focus areas as organizational needs shift, proactively identifying gaps in governance infrastructure and taking ownership of solutions.
Act as the go-to resource for questions about "how we work" and organizational structure – serving as the institutional knowledge keeper and ensuring new team members can quickly onboard to I&A standards and processes
Partner closely with Portfolio Strategy & Execution leadership to translate strategic direction into operational standards, governance guardrails, and execution frameworks
Facilitate continuous improvement by gathering feedback from teams, identifying friction points in current processes and documentation, and iterating on frameworks to improve efficiency and effectiveness
Own the governance calendar and cadence, ensuring regular touchpoints for framework reviews, standards updates, and knowledge sharing occur consistently