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Director Capacity Management Lead

3 months ago

Santa Clara, California, United States ServiceNow Full time
Company Overview

ServiceNow is all about delivering technology that enhances our daily lives and we couldn't do it without our incredible team. We are quick to act because we believe the world can't wait, and we strive to innovate in ways that set us apart from the rest for our clients and communities. When you join us, you become part of a team of forward-thinkers with an insatiable curiosity and a passion for creativity. We understand that your greatest achievements come when you are living your best life and sharing your unique skills, and so we are dedicated to making that happen. Together, we dare to dream big, supporting each other to turn our individual and collective dreams into reality. The future is in our hands, and it all starts with you.

With over 7,700 customers, we cater to about 85% of the Fortune 500 companies, and we take pride in being recognized as one of the Top 100 Best Companies to Work For and one of the World's Most Esteemed CompaniesTM.

Get more insights on Life within Now by visiting our blog and get firsthand accounts from our staff about their journeys at ServiceNow.

Not sure if you meet every criteria in the job description but feeling enthusiastic about the role? We encourage you to submit your application. At ServiceNow, we are dedicated to fostering an inclusive environment where every voice is valued, heard, and respected. We welcome all applicants, including those from diverse backgrounds, who may not have followed a traditional path related to this role. We believe that skills and experience are adaptable, and a desire to dream big makes for exceptional candidates.

Job Overview

This position will play a crucial role in contributing to the enhancement of products, services, and experiences that elevate the work environment for all ServiceNow employees. The primary responsibilities of this role include optimizing the efficiency, effectiveness, and overall performance of the Global People functions. This involves scrutinizing processes, pinpointing areas for enhancement, and implementing strategies to streamline operations, reduce inefficiencies, boost capacity, and enrich the employee experience. Additionally, this role will oversee the design and execution of an extensive capacity management initiative aimed at recognizing, tracking, and achieving significant productivity advances across Global People operations.

Your Responsibilities in this Role
  • Establish and oversee a comprehensive program to identify and monitor opportunities for productivity enhancements, thereby increasing the overall capacity of Global People teams to manage business growth effectively.
  • Be accountable for refining end-to-end Global People operational processes to upgrade efficiency, quality, productivity, and employee satisfaction.
  • Cultivate an environment of creativity and continual process enhancement within Global People operations.
  • The scope includes initiatives that transcend various functions, covering business, technology, and organizational change endeavors.
  • Institute and sustain a robust governance structure for supervising global processes. Define regulations, methodologies, and benchmarks to ensure uniformity, adherence, and harmony with industry best practices and regulatory stipulations.
  • Lead and guide teams in executing cross-functional process improvement ventures efficiently. Offer direction, backing, and guidance to team members throughout the transformation process.
  • Apply data-driven approaches to evaluate existing processes, identify inefficiencies, bottlenecks, and areas for enhancement. Conduct root cause analyses to grasp the fundamental issues affecting performance.
  • Create innovative solutions and implement best practices to streamline processes, standardize operations, eliminate wastage, generate capacity, and optimize resource deployment. Employ Lean Six Sigma tools and methodologies to drive quantifiable improvements.
  • Identify opportunities to leverage the ServiceNow platform and resources to bolster automation, encourage self-service, and enhance employee workflows.
  • Establish metrics and control mechanisms for monitoring process performance and tracking enhancements. Continuously analyze performance data, spot trends, and provide data-based recommendations for further improvement.
  • Mentor, coach, and assist Global People operational leaders in enhancing and continually refining their day-to-day operations.
  • Collaborate with Digital Technology to exploit the ServiceNow platform and GenAI solutions for process automation, self-service, data analysis, and reporting. Identify chances to optimize existing HR systems and tools or introduce new technologies to elevate Global People operations.
  • Share best practices, knowledge gained, and success stories across the organization to cultivate a learning culture and continuous improvement, thereby enhancing the capabilities of teams in process optimization methodologies.
Required Qualifications

To excel in this position, you should have:
  • 8+ years of experience in driving large-scale process evolution and change, steering operational productivity enhancements in a worldwide setting
  • Certification as a Six Sigma Black Belt with extensive experience in process enhancement, preferably within an operations sector
  • Experience in utilizing the ServiceNow platform to enhance customer and employee workflows and resource planning is highly beneficial
  • A background in management consulting related to process excellence is highly beneficial.
  • A proven history of effectively leading and delivering global process evolution and enhancement programs resulting in notable enhancements in operational efficiency, quality, and cost reduction
  • Proficiency in Lean Six Sigma methodologies, tools, and techniques such as DMAIC, Value Stream Mapping, Kaizen, Root Cause Analysis, Statistical Process Control, etc.
  • Exceptional analytical skills with proficiency in data analysis tools and software
  • Proficiency in process mapping and modeling tools with experience in enterprise systems, ERP platforms, and digital technologies for business process automation and enhancement
  • Outstanding leadership, communication, and interpersonal skills coupled with the ability to influence and motivate teams at all levels of the organization
  • Able to navigate a complex environment involving project teams, business partners, leadership, external entities, and other stakeholders
Additional Insights

ServiceNow is an Equal Opportunity Employer. All qualified candidates will be considered for employment without regard to their race, color, creed, religion, gender, sexual preference, national origin or nationality, lineage, age, disability, gender identity, marital status, veteran status, or any other category safeguarded by law.

At ServiceNow, our principles revolve around adaptability and trust in our modern world of remote work. To understand more about our work styles, visit our webpage highlighting our work personas: flexible, remote, and required-in-office.

If you need reasonable accommodation to complete any part of the application process, or encounter limitations in accessing or using the online application process, and require an alternate method for submission, please reach out to us for assistance.

For roles necessitating access to technical data subjected to export control rules, including Export Administration Regulations (EAR), ServiceNow might need to secure export licensing approval from the U.S. Government for certain individuals. All employment is subject to ServiceNow obtaining any required export license or approval mandated by the U.S. Government.

Kindly Note: Deceptive job postings or job schemes are becoming increasingly prevalent. Refer to our guidelines on what to be cautious of and how to safeguard yourself. All genuine ServiceNow job postings can be accessed through the ServiceNow Careers portal.

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