Senior Manager, Performance Management

ServiceNow•West Palm Beach, FL

1d•Remote

About The Position

This role focuses on owning and evolving ServiceNow's performance evaluation framework. The Senior Manager will be responsible for the rating definitions, behavioral expectations, and assessment standards to ensure consistency and meaningfulness. A key aspect of the role is to define the philosophical underpinnings of performance evaluation at ServiceNow, aligning with the Center of Excellence's (COE) design principles and the broader performance management strategy. The position requires partnering with Compensation to ensure evaluation outcomes are logically connected to rewards. A strategic focus will be placed on leveraging AI to enhance relevant evaluation process components, aiming to improve consistency and reduce bias while maintaining human judgment at the core of performance decisions. The role also involves designing and governing the calibration process, providing comprehensive support for managers and leaders to align on performance assessments across teams and business units. Collaboration with the enablement team is crucial for creating facilitation guides, pre-work materials, and decision-making frameworks to ensure fair, consistent, and documented outcomes from calibration sessions. Additionally, the Senior Manager will collaborate with Product and DT to design enhancements for the YE Evaluation tool, facilitating peer reviews of ratings and write-ups to support calibrated outcomes while preserving manager ROI. The role also entails identifying and addressing systemic calibration inconsistencies and partnering with HR Business Partners (HRBPs) to close gaps in process application across the business. The Senior Manager will operate in a co-ownership model with the COE defining the 'what' and 'why,' while Product owns the 'how' and 'when.' This involves representing business logic and employee/leader experience in technology conversations, bringing a consulting mindset to diagnose senior leaders' needs, and strategically considering AI capabilities to improve evaluation processes. The role requires operating at a strategic level while staying close to execution to identify and address potential problems. Strong cross-functional partnership is essential, as the work impacts nearly every HR function. Building trust through foresight, solution ownership, and hands-on execution is key. Success is measured by the adoption of frameworks and philosophies, the usefulness of resources for HRBPs, the alignment of the evaluation framework with performance philosophy, clear communication of the 'why,' consistent and defensible calibration outcomes, high confidence from HRBPs, and transparent performance insights for employees.

Requirements

8+ years of experience in performance management, talent management, HR strategy, or a related field, including ownership of enterprise programs or processes
Deep expertise in performance evaluation and calibration, including rating frameworks, assessment standards, and approaches that support fair, consistent, and meaningful decisions
Proven experience translating performance philosophy and strategy into practical frameworks, processes, tools, and leader guidance
A strong consulting mindset and experience advising senior HR and business leaders on complex or sensitive talent decisions
Demonstrated success leading cross-functional work across HR, Compensation, HR Business Partners, Product, and technology teams
Experience designing and scaling global processes while accounting for business, employee, and regional needs
Strong analytical judgment, with the ability to use qualitative and quantitative insights to identify inconsistencies, evaluate effectiveness, and improve outcomes
Excellent written and verbal communication skills, with the ability to make complex concepts clear, concise, and actionable for different audiences
The ability to operate strategically while remaining close to execution, proactively identifying risks, resolving gaps, and driving work through completion
Curiosity about how AI and emerging technology can improve performance processes, strengthen consistency, and reduce bias while preserving human judgment

Responsibilities

Own ServiceNow's performance evaluation framework, including rating definitions, behavioral expectations by level, and standards for consistent and meaningful assessments.
Define and maintain the philosophical underpinnings of performance evaluation at ServiceNow, aligning with COE design principles and broader performance management strategy.
Partner with Compensation to ensure evaluation outcomes connect logically to rewards decisions.
Strategically design to leverage AI to assist with relevant evaluation process components that improve consistency and reduce bias while ensuring human judgment remains at the center of every performance decision.
Design and govern the calibration process, comprehensively supporting how managers and leaders should align on performance assessments across teams and business units.
Collaborate with the enablement team to create strong, concise, clear facilitation guides, pre-work materials, and decision-making frameworks that help calibration sessions produce fair, consistent, and documented outcomes.
Collaborate with Product and DT to design enhancements to the YE Evaluation tool to seamlessly facilitate peer reviews of ratings and write ups to support calibrated outcomes while preserving manager ROI on the overall evaluation process.
Identify and address systemic calibration inconsistencies; partner with HRBPs to close gaps in how the process is applied across different parts of the business.
Represent the business logic and employee / leader experience in every tech conversation.
Bring a consulting mindset, diagnosing what senior leaders actually need, not just what they ask for.
Strategically consider how AI capabilities can improve the evaluation processes at ServiceNow.
Operate at a strategic level while remaining close enough to the work to catch execution gaps before they become problems.
Build trust by seeing around corners, owning solutions, and rolling up your sleeves to help get work done.