Senior Manager – Learning Operations, Staffing & Support, Learning Innovation Solution Studio (LISS)

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Senior Manager is a strategic and operational leader responsible for end-to-end resource management and customer support operations. He/She will be responsible for the efficient allocation and management of curriculum resources within the Learning Innovation team, including Curriculum Development, Operations, Support and Certification. This role ensures optimal utilization of team members, accurate tracking of project time, and effective collaboration with stakeholders and leadership to meet learning and development objectives. While the role owns capacity planning, staffing, and utilization, he/she is also responsible for architecting and managing the internal Customer Service and Support organization. The role ensures support experiences are scalable and high-quality, and operational decisions are driven by data, AI, and automation. The role plays a critical role in talent management, capacity planning, project forecasting, and maintaining clear communication across the department. Additionally, identify and implement opportunities to integrate Artificial Intelligence (AI) and automation into workflows,  to improve efficiency, accuracy, and stakeholder engagement

What you get to do in this role:

Timecard Management & Approval:

• Review and approve timecards for assigned resources, ensuring accuracy and adherence to company policies and project budgets. 
• Verify time entries against project assignments and deliverables. 
• Address and resolve any discrepancies or issues related to time reporting. 
• Maintain accurate records of time off, holidays, and other absences. 
• Identify performance issues and timeline constraints, then escalate to leadership. 

Capacity Planning & Resource Allocation:

• Create and maintain a comprehensive understanding of the team’s capacity and capabilities. 
• Collaborate with project managers and stakeholders to forecast resource needs for upcoming projects. 
• Deep understanding of staff talent, incoming projects and skill sets required to staff projects. 
• Allocate resources such as curriculum developers and instructional designers to projects based on their skills, knowledge, ability, availability, and project priorities. 
• Utilize ServiceNow Resource Management to effectively manage timecards and capacity. 
• Proactively manage resource conflicts and competing priorities. 
• Analyze resource utilization data to identify trends and opportunities for improvement. 
• Key role for monitoring and orchestrating onboarding and offboarding contractors and managed service providers.  
• Proactively identify, escalate, and resolve resource risks to manage expectations. 

Stakeholder & Leadership Collaboration:

• Serve as a primary point of contact for stakeholders regarding resource availability, allocation and support performance. 
• Communicate regularly with Managers, Learning Solutions Architects, and leadership to provide updates on resource status and project progress. 
• Participate in demand management and project planning meetings to provide input on resource requirements and timelines. 
• Collaborate with stakeholders to resolve resource-related issues and ensure project success. 
• Provide regular reports to leadership on resource utilization, capacity, and project performance. 
• Represent Learning Operations with leaders, customers, and cross-functional partners

Process Design, AI & Automation

 

• Identify and implement opportunities to integrate AI, automation, and bots into:• • Resource planning and capacity forecasting
• Time and utilization tracking
• Support ticket triage, routing, and resolution
• Knowledge management and self-service

• Assess current systems, tools, and workflows to ensure they scale with business growth.
• Use AI-driven insights to improve decision-making, efficiency, and stakeholder transparency.
• Lead change management, communications, and rollout of new processes and tools

Customer Service & Support Operations Leadership

• Evolve the customer support model and operating framework.
• Establish SLAs, KPIs, escalation paths, and quality standards for global support operations.
• Manage the Global Customer Service and Support team and oversee day-to-day support delivery with help from leads.
• Track and drive continuous improvement of support processes and experience.
• Partner with cross-functional teams to address systemic issues and reduce support demand.

 

 

 

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Minimum 10–12 years of experience with atleast 5 years leading Customer Service and Support Organization.
• 3+ years of experience in resource management
• 1 year of experience using ServiceNow’s Strategic Portfolio Management application with a focus on resource management preferred, or similar tools to manage resources and capacity planning.
• Experience integrating or evaluating AI and automation in operational workflows.
• Proficiency in MS Excel, PowerPoint, and data analysis.
• Strong analytical and problem-solving skills with experience creating detailed reports for capacity and planning.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• A high level of flexibility, creativity, and dependability.

 

JV20

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Equal Opportunity Employer

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Accommodations

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