Senior Manager Strategy, Planning, Operations (SPO) – Analytics & Insights

ServiceNow•Santa Clara, CA

About The Position

ServiceNow is seeking a Senior Manager, Analytics & Insights, to support the Customer Excellence Group (CEG) through the Strategy, Planning, and Operations (SPO) organization. The Analytics & Insights pillar leads CEG’s analytics function, turning data into insights that strengthen customer health, accelerate adoption, and inform leadership decisions. It owns CEG executive scorecards, OKR metrics and targets, corporate OKR and SPM reporting, and Quarterly Impact Insights, and supports the AI Command Center, Global Forecast Call, and Mission Control. This is a hands-on individual-contributor role with no direct reports. The successful candidate will own the accuracy and narrative of executive reporting, use reporting as an early-warning system to identify emerging issues, and conduct deeper analysis where needed. They will build models and analyses, make clear recommendations to the CEG Leadership Team, and coordinate follow-through with cross-functional partners. The role includes recurring analytical reporting as well as setting and driving the analytical agenda. The role also improves reporting systems by reducing manual consolidation, standardizing metrics and templates, simplifying reports based on leadership use, and applying AI where it improves analytical speed or quality.

Requirements

At least 8 years of experience in investment banking, private equity, management consulting, or strategy and operations roles where rigorous analysis and executive decision support were core responsibilities; technology-company analytics leadership demonstrating equivalent capabilities is also welcomed.
Advanced Excel or equivalent skills and demonstrated experience building financial or operational models that informed executive decisions.
Ability to structure ambiguous problems, identify meaningful signals in recurring metrics, and recommend a course of action.
Strong written, verbal, and presentation skills, with the ability to influence senior leaders through clear storytelling and analytical confidence.
Experience working in a matrixed environment, aligning stakeholders, and following through on recommendations without direct authority.
Ability to own recurring reporting with high accuracy and use it as the starting point for deeper analysis.

Nice To Haves

Experience owning executive scorecards, OKR or operating-metric reporting, or quarterly business reviews.
Power BI experience.
Experience with cloud data warehouses such as Snowflake.
Working knowledge of SaaS business drivers such as adoption, renewal, and expansion.
Experience using AI to improve analysis, decision-making, or operational processes.

Responsibilities

Own CEG executive scorecards across global, geographic, and major-area views, including commentary on changes, causes, and recommended leadership actions.
Define and maintain CEG OKR metrics and targets, along with adoption and downsell reporting.
Run the corporate OKR/SPM reporting cycle with metric owners and reconcile figures across scorecards, OKR submissions, and executive materials.
Own the analysis and executive narrative for Quarterly Impact Insights, partnering with Finance on underlying data.
Contribute account-level analysis and metrics to the AI Command Center and Global Forecast Call.
Stay informed about the weekly D&L forecast and Partner 360 ROI and connect them to analyses.
Review reporting cycles for emerging risks, anomalies, and open questions, and determine which require deeper analysis.
Structure ambiguous problems, develop hypotheses, and build driver-based models and scenarios that quantify stakes and potential outcomes.
Deliver strategic analyses with a recommendation, a named decision-maker, and agreed next steps.
Turn recurring ad hoc requests, such as Impact coverage analysis and account enrichment for undeployed backlog work, into planned analyses.
Drive follow-through with cross-functional partners and influence without direct authority.
Reduce manual consolidation through automation, standard templates, and consistent metric definitions.
Recommend reports and metrics to simplify, merge, or retire based on leadership use.
Apply AI where it improves the speed or quality of analysis and critically evaluate when it does not.