Performance Strategy & Calibration Lead

ServiceNow; Florida; Hybrid; USD 140,000 - 210,000; Full time

Job summary

ServiceNow is seeking a Performance Evaluation & Calibration leader to own the evaluation framework across levels and regions, collaborate with Compensation, and leverage AI to improve consistency while keeping human judgment central. You will guide calibration processes and work with HRBPs to close gaps across the business.

The role sits within ServiceNow's evolving performance philosophy, aiming for defensible, transparent outcomes and scalable global processes.

Qualifications

• 5+ years of experience in performance management, talent management, HR strategy, or a related field.
• 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.

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 aligns 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 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.

Skills

Performance management

HR strategy

Cross-functional collaboration

Analytical thinking

AI curiosity

Job description

ServiceNow is seeking a Performance Evaluation & Calibration leader to own the evaluation framework across levels and regions, collaborate with Compensation, and leverage AI to improve consistency while keeping human judgment central. You will guide calibration processes and work with HRBPs to close gaps across the business.

The role sits within ServiceNow's evolving performance philosophy, aiming for defensible, transparent outcomes and scalable global processes.