Senior Business Manager

ServiceNow; New York (NY); On-site; USD 165,000 - 289,600; Full time

Benefits offered by this job

Health plans

401(k) with company match

Flexible spending accounts

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow seeks a Senior Business Manager to support the GVP of Product Delivery & Innovation. You will work with PD&I leadership, cross-functional teams, and APEX/CEG leaders to shape strategy, surface insights, and drive operational excellence across the business unit.

You will lead critical initiatives, prepare executive-ready analyses, and coordinate cross-functional programs while communicating clearly to senior leadership.

Qualifications

• Experience leveraging AI in work processes, decision-making, and problem-solving.
• Ability to structure ambiguous problems and translate insights into actionable strategies.
• Experience partnering with product engineering teams and influencing senior leaders.
• Excellent verbal, written, and presentation skills with executive presence.
• Demonstrated ability to collaborate across a matrixed organization and drive impact.
• High ownership, adaptability, and a growth mindset in fast-paced environments.
• Understanding of enterprise SaaS business models and go-to-market motions.
• Global awareness across international teams and geographies.
• Experience supporting C-suite or VP leaders in a fast-paced SaaS company.

Responsibilities

• Act as a trusted advisor delivering data-driven insights and operational guidance for strategy and execution.
• Lead high-priority, ambiguous initiatives end-to-end with structured analysis and executive-ready narratives.
• Identify and drive initiatives aligned to PD&I's vision and mission.
• Partner with Operations, Finance, HR, Communications, and other teams for alignment and seamless execution.
• Prepare strategic documentation and presentations for leadership forums and cross-functional events.
• Plan and facilitate LT staff meetings and ensure follow-through on commitments.
• Coordinate engagement across PD&I teams and cross-functional partners to connect the right people at the right time.
• Pre-wire discussions, align stakeholders, and ensure polished, decision-ready communication for executive reviews.
• Represent PD&I as a proxy in internal settings and foster collaboration across the organization.

Skills

AI-First

Strategic mindset

Product experience

Executive communication

Cross-functional collaboration

Ownership & initiative

SaaS insights

Global awareness

C-suite support

Job description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow—helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

The Role

As Senior Business Manager to the GVP of Product Delivery and Innovation, you will work closely with the PD&I leadership, CEGGeoaligned teams and APEX product leaders as a trusted extension of their vision, leadership, and voice. In this role, you will connect dots across the organization, surface insights and emerging trends, and help ensure operational excellence in the day-to-day running of the business. You will lead and support strategic initiatives, collaborate cross-functionally, and play a central role in shaping and amplifying the leader's intent and messaging.

What you get to do in this role:

Strategic Execution & Decision Support

• Act as a trusted advisor to the PD&I GVP delivering data-driven insights and operational guidance that inform strategy, execution, and tradeoffs.
• Lead high-priority, ambiguous initiatives end-to-end, supporting executive decision-making through structuring complex business problems, developing hypotheses, driving analysis, and translating insights into clear recommendations and executive-ready narratives.
• Proactively identify and drive initiatives and continuous improvements aligned to PD&I's vision and mission.
• Partner cross-functionally with the business partners including Operations, Finance, HR, Communications, and other teams to ensure alignment and drive seamless execution.

Operating Cadence & Governance

• Own the operating rhythm of the organization including leadership team regular performance updates, QBRs, executive readouts, Summer Strategy, and Annual Operational Planning for the team.
• Drive leadership team effectiveness through shaping LT session content, off-sites, and decision forums to ensure meetings are structured and results-driven while improving clarity, alignment, and follow-through.

Leadership Effectiveness

• Prepare strategic documentation, briefings, and presentations to support PD&I leadership forums and the PD&I GVP’s participation in global CEG & APEX forums.
• Plan and facilitate LT staff meetings: set agenda inputs, ensure discussions are efficient and outcomes-focused, and track follow-through on commitments.
• Manage the engagement across PD&I teams and cross-functional partners, ensuring the right people are connected at the right time.

Communication Alignment

• Serve as the connective hub across CEG & APEX by pre-wiring discussions, aligning stakeholders, and ensuring work is coordinated, polished, and decision-ready ahead of executive review.
• Shape executive and organizational communication, drafting written updates and supporting live forums (all-hands, AMAs, keynotes) to ensure consistent, clear, and effective messaging.
• Serve as a subject-matter expert on priority initiatives by managing executive inquiries, developing action plans, and overseeing related communication strategies.

Proxy & Stakeholder Representation

• Act as the PD&I GVP’s proxy in internal settings when required: ELT coordination, cross-functional meetings, and stakeholder alignment calls.
• Act as an internal influencer, fostering collaboration and a high-performance culture across PD&I.

Qualifications

• AI-First: Experience leveraging, evaluating, and thoughtfully integrating AI into work processes, decision-making, and problem-solving.
• Strategic mindset: An ability to understand key business drivers, structure ambiguous problems, and develop actionable strategies.
• Product experience – ideally experience of partnering with or actively engaging with product engineering teams.
• Communication: Exceptional verbal, written, and presentation skills for influencing senior leaders and cross-functional teams. Executive presence with the ability to engage and influence leaders across the enterprise.
• Collaboration: A demonstrated ability to work effectively in a highly matrixed environment and partner with diverse stakeholders. Experience leading cross-functional initiatives, driving alignment, and delivering measurable impact.
• Ownership: High degree of ownership, adaptability, and a growth mindset. Self-starter with a bias for action, who thrives in fast-paced, high-growth environments. Willingness to roll up your sleeves while maintaining a strong focus on leverage, outcomes, and impact.
• SAAS insights: Passion for enterprise software and emerging technologies, especially AI. Strong understanding of enterprise SaaS business models, customer success, and go-to-market motions.
• Global awareness – understanding of business cultures and stakeholder dynamics across international teams and organizations.
• Demonstrated experience supporting C-suite or VP-level leaders in a Chief of Staff role, ideally across multiple geographies and within a fast-paced global technology or SaaS organization.

Personal Attributes:

• Discretion & Judgment: Handles sensitive information and high-stakes situations with the composure of a trusted confidant.
• Anticipates Rather Than Reacts: Stays three steps ahead of the PD&I GVP’s needs; spots gaps before they become problems.
• Masterful Communicator: Writes and speaks with clarity, precision, and the PD&I GVP’s voice when required. Never over-communicates or under-communicates.
• Resilient & Composed: Remains effective under pressure, ambiguity, and high pace. Inspires calm in others.
• Adaptable: Thrives in a fast-moving environment where priorities shift and context changes rapidly.
• Connector: Naturally builds relationships across teams and functions; seen as a trusted interface by APEX and CEG leaders and cross-functional partners alike.

For positions in this location, we offer a base pay of $165,500 - $289,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

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

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.