Senior Manager, Performance Management

ServiceNow•West Palm Beach, FL

1d•Remote

About The Position

This role focuses on owning ServiceNow's performance evaluation framework, including rating definitions, behavioral expectations by level, and standards for consistent and meaningful assessments. The Senior Manager will define the philosophical underpinnings of performance evaluation at ServiceNow, aligning with the COE's design principles and broader performance management strategy. A key aspect of this role is partnering with Compensation to ensure evaluation outcomes logically connect to rewards decisions. The position also involves strategically designing to leverage AI to assist with relevant evaluation process components, aiming to improve consistency and reduce bias while ensuring human judgment remains central. The Senior Manager will design and govern the calibration process, supporting managers and leaders in aligning performance assessments across teams and business units. This includes collaborating with the enablement team to create facilitation guides and decision-making frameworks, and working with Product and DT to enhance the YE Evaluation tool for seamless peer reviews and rating write-ups. The role also requires identifying and addressing systemic calibration inconsistencies and partnering with HRBPs to close application gaps across the business.

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 the standards that ensure assessments are consistent and meaningful.
Define and maintain the philosophical underpinnings of how performance evaluation at ServiceNow, in alignment with the COE's 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.