Director Capacity Management Lead

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This role will directly contribute to the development of products, services and experiences that make the world of work better for all ServiceNow employees.  This role is responsible for enhancing the efficiency, effectiveness, and overall performance of the Global People functions, through analyzing processes, identifying areas for improvement, and implementing solutions to streamline operations, reduce waste, increase capacity, and enhance the employee experience. This role will own the design and implementation of a comprehensive capacity management program to identify, track and realize significant productivity gains across Global People processes. 

What you get to do in this role

• Establish and manage a comprehensive program to identify and track opportunities for productivity savings to realization, increasing overall capacity of Global People teams to manage business growth at scale.

• Responsible for the optimization of E2E Global People operational processes to enhance efficiency, quality, productivity, and employee experience

• Foster culture of innovation and continuous process improvement within Global People

• Scope incorporates cross-functional initiatives inclusive of business, technology, and organizational change efforts.

• Establish and maintain a robust governance framework for managing global processes.  Define policies, procedures, and standards to ensure consistency, compliance and alignment with industry best practices and regulatory requirements.

• Lead and mentor teams to execute cross-functional process improvement projects effectively. Provide guidance, support, and coaching to team members through the change lifecycle.

• Utilize data-driven approaches to analyze existing processes, identify inefficiencies, bottlenecks, and areas of improvement.  Conduct root cause analysis to understand underlying issues impacting performance.

• Develop innovative solutions and implement best practices to streamline processes, standardize, eliminate waste, create capacity, and optimize resource utilization. Employ Lean Six Sigma tools and methodologies to drive measurable improvements.

• Identify opportunities to leverage the ServiceNow platform and tools to increase automation, drive self-service and improve employee workflows.

• Establish metrics and control mechanisms to monitor process performance and track improvements.  Continuously analyze performance data, identify trends, and make data-driven recommendations for further improvement.

• Mentor, coach, and support Global People operational leaders to better manage and continuously improve their daily operations.

• Partner with Digital Technology to leverage the ServiceNow platform and GenAI solutions for process automation, self-service, data analytics, and reporting. Identify opportunities to optimize existing HR systems and tools or implement new technologies to enhance Global People operations.

• Share best practices, lessons learned and success stories across the organization to promote a culture of continuous learning and improvement and enhance the capabilities of teams in process optimization methodologies.

To be successful in this role, you have:

• 8+ years of experience in large scale process transformation and change, driving operational productivity improvements in a global environment
• Certified Six Sigma Black Belt with extensive experience in process optimization, preferably in an operations industry
• Experience leveraging the ServiceNow platform to improve customer and employee workflows and resource planning is highly desirable
• Management consulting background in process excellence is highly desirable.
• Proven track record of successfully leading and delivering global process transformation and improvement programs with significant impact on operational efficiency, quality, and cost reduction
• Expertise in Lean Six Sigma methodologies, tools, and techniques such as DMAIC, Value Stream Mapping, Kaizen, Root Cause Analysis, Statistical Process Control, etc.
• Strong analytical skills with proficiency in data analysis tools and software
• Proficiency in process mapping and modeling tools as well as experience with enterprise systems, ERP platforms and digital technologies for business process automation and optimization
• Excellent leadership, communication, and interpersonal skills with the ability to influence and inspire teams at all levels of the organization
• Can successfully navigate a complex environment with project teams, business partners, leadership, external parties, and other stakeholders

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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