Senior

Senior Manager, Performance Management

West Palm Beach, United States · On-site

Company 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.

Job Description

What You Own:

Performance Evaluation & Calibration:

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, in alignment 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 seamlessly 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.

How You Work:

You work in a co-ownership model: COE defines the what and why; Product owns the how and when. You represent the business logic and employee / leader experience in every tech conversation.
You bring a consulting mindset, diagnosing what senior leaders actually need, not just what they ask for.
You strategically consider how AI capabilities can improve the evaluation processes at ServiceNow.
You operate at a strategic level while remaining close enough to the work to catch execution gaps before they become problems.
You are a strong cross-functional partner. The work you own touches nearly every HR function, and you build trust by seeing around corners, owning solutions, and rolling up your sleeves to help get work done.

What Great Looks Like:

Your frameworks and philosophy are adopted, not just documented. HRBP partners use your resources because they're useful, not because they're required.
ServiceNow's evaluation framework reflects our recently updated performance philosophy and informs how HR leaders & business leaders talk about performance. The ‘why’ is crisp and clear.
Calibration sessions produce consistent, defensible outcomes, and HRBPs report high confidence in the process. Leaders understand why it matters and where to invest their time and focus.
DT understands why calibration matters and how they can evolve the evaluation tool to best support calibrated decision making and outcomes.
Employees get critical insight into their performance throughout the year and after the performance cycle, understanding transparently how they did and how they are rewarded.

Qualifications

To be successful in this role, you have:

8+ years of experience in performance management, talent management, HR strategy, or a related field, including ownership of enterprise programs or processes
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
The ability to operate strategically while remaining close to execution, proactively identifying risks, resolving gaps, and driving work through completion
Curiosity about how AI and emerging technology can improve performance processes, strengthen consistency, and reduce bias while preserving human judgment

Additional Information

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 [email protected] 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.

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