Senior Manager, Global Business Acceleration (GBA) Operations

ServiceNow•Santa Clara, CA

2h•Remote

About The Position

This is a pivotal transformation year for Global Business Acceleration (GBA). We are scaling AI-enabled engagement models, and evolving how pipeline is generated, progressed, and converted globally. The Senior Manager, GBA Operations sits at the intersection of growth strategy, systems transformation, and AI-enabled pipeline modernization. This leader will govern and influence the operational backbone of a global demand and pipeline engine — ensuring rigor, visibility, and scalability during a period of change. This role is designed for a strategic operator who can influence a complex global business while simultaneously shaping the next generation pipeline operating model.

Requirements

10+ years in Sales Operations, Revenue Operations, Strategy, or GTM Operations within a high-growth SaaS environment
Experience guiding or playing a senior role in CRM implementation or migration initiatives (process redesign, reporting transformation, data governance, stakeholder alignment)
Deep expertise in pipeline generation, conversion metrics, and demand attribution at scale
Strong understanding of customer journey orchestration, buying group mechanics, and engagement velocity levers
Experience building executive-ready forecasts, financial models, and business cases — and influencing outcomes at senior levels
Demonstrated ability to operate at Director-level scope, influencing cross-functional leaders globally
Strong executive communication skills — able to translate complex data into clear, strategic insights
Proven experience working across Sales, Marketing, Finance, and Systems organizations
High analytical rigor and comfort navigating ambiguity during transformation
Experience leveraging AI-enabled tools to enhance operational efficiency and insight generation
A builder’s mindset — able to modernize systems while protecting day-to-day business performance

Responsibilities

Govern and advise business-level operational support across pipeline generation, pipeline progression, and conversion performance
Influence and oversee global demand generation reporting, pipeline attribution integrity, and follow-up governance across BDRs, Customer Acceleration Associates, and autonomous AI engagement motions
Guide business readiness for CRM migration, including process harmonization, reporting continuity, data integrity standards, and change management across global teams
Partner cross-functionally with Sales, Marketing, Finance, Decision Support, and Systems teams to align pipeline targets, sourcing logic, attribution models, and system architecture
Guide and influence forecasting inputs for GBA, including account coverage governance, scenario modeling, productivity tracking, and risk identification
Serve as a strategic advisor on customer journey design — ensuring engagement models, buying group motion, and follow-up sequencing align to how customers actually move from awareness to opportunity creation
Identify friction points across the customer journey (handoffs, response times, AI + human overlap, buying group coverage gaps) and drive scalable solutions
Own GBA budget planning, investment modeling, and ROI measurement across human-led and AI-led pipeline motions
Build and present executive-ready analysis and outcome-based performance narratives for weekly, monthly, and quarterly executive reviews
Embed AI-enabled insights and workflow automation into reporting, governance, and operational design
Act as a trusted advisor to GBA leadership on business health, operational risk, structural inefficiencies, and long-term growth levers