Strategy, Planning & Operations; SPO Senior Manager – Analytics & Insights

Overview

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 — Service Now 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 Strategy, Planning, and Operations (SPO) team serves as the strategic engine of the Customer Excellence Group (CEG) organization. We drive high-impact, cross-functional initiatives that shape strategy, improve execution, and accelerate performance across the business.

The Analytics + Insights pillar within CEG SPO exists to bring clarity to complexity, transforming data into actionable insights that directly inform leadership decisions and business outcomes.

We are seeking a highly analytical, model-driven, and execution-oriented Senior Manager of Strategic Operations to join the Analytics & Insights team. This role sits at the intersection of strategy, analytics, and operations and serves as a trusted advisor to the CEG Leadership Team and a close partner to senior leaders across product, engineering, sales, marketing, finance, and customer success.

This is a hands-on role for someone who thrives in ambiguity, builds rigorous models, and uses data to shape strategy and guide decision-making  will structure complex problems, develop and test hypotheses, and translate analysis into clear, executive-ready recommendations that drive measurable impact.

Analytics, Modeling & Insights

• Structure complex business problems, develop hypotheses, and perform rigorous quantitative analysis to drive strategic recommendations
• Build and own complex Excel-based financial and operational models, including scenario analysis, sensitivity analysis, forecasting, and ROI modeling
• Analyze large, structured datasets to uncover trends, risks, and opportunities related to growth, retention, adoption, and performance
• Design and manage KPIs, scorecards, and dashboards; translate data into clear, actionable insights for senior leadership
• Partner closely with Finance on financial modeling, forecasting, and scenario planning aligned to strategic priorities

• Act as a trusted thought partner to the CEG Leadership Team, providing data-driven insights and operational guidance
• Support strategic planning, quarterly business reviews, and executive readouts with forward-looking analysis and recommendations
• Identify value-creation opportunities across the business; design strategies to capture value and coordinate execution across functions
• Lead cross-functional initiatives that accelerate CEG’s strategic objectives and improve business performance

• Own and drive the operating cadence of the business, including weekly performance tracking, QBRs, executive reviews, and annual planning
• Ensure consistency, clarity, and alignment across Priority Q  deliverables and reporting
• Bring structure and clarity to ambiguous problems and enable faster, better decision-making across stakeholders

To be successful in this role, you bring:

• 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.
• Experience
  : 8+ years in investment banking, private equity, management consulting, or strategy & operations roles within fast-paced technology companies, where rigorous analysis and executive-level decision support were core to the role.
• Analytical Rigor
  :
  Advanced Excel proficiency is required, with demonstrated experience building complex financial and operational models. Experience with Power BI and working with data from Snowflake or…