Manager, People Operations (Total Rewards and Talent)

Job description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™. Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow. Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates. As a Manager, People Operations (Total Rewards and Talent), you will lead a team of People Care Associates, Specialists, and regional Team Leads responsible for delivering high-quality HR operational services across Compensation, Benefits, and broader People Operations. You will partner closely with Compensation, Benefits, Payroll, HR Technology, and Global People COEs to operationalize programs, deliver complex employee lifecycle transactions, and continuously improve the employee experience through operational excellence. You will provide leadership for a growing operational organization responsible for delivering scalable, compliant, and customer-focused HR services while driving process standardization, automation, continuous improvement, and operational governance. Working closely with Global People stakeholders, you will translate strategic initiatives into operational execution, ensuring services are delivered efficiently, accurately, and consistently while maintaining a strong focus on employee experience and operational quality. Key Responsibilities People Leadership • Lead a team of Global People Care Associates, Specialists, and regional Team Leads while providing coaching, development, performance management, and ongoing feedback. • Inspire, motivate, and develop a high-performing team that embraces ServiceNow's leadership principles and customer-first mindset. • Foster a culture of accountability, collaboration, innovation, continuous learning, and operational excellence. • Build organizational capability by coaching team members, developing subject matter expertise, and creating opportunities for career growth. HR Operations Leadership • Lead day-to-day operational delivery across Compensation, Benefits, and broader Global People Operations services. • Ensure operational readiness and successful execution of large annual operational events including Open Enrollment, Annual Compensation Review (ACR), bonus processing, year-end activities, and other enterprise-wide People programs. • Oversee complex employee lifecycle transactions, ensuring quality, compliance, accuracy, and timely execution. • Manage operational escalations while ensuring appropriate governance, stakeholder communication, and issue resolution. Operational Excellence • Identify, recommend, and implement improvements to regional and global People Operations processes to improve efficiency, scalability, employee experience, and operational consistency. • Lead continuous improvement initiatives focused on service delivery optimization, standardization, automation, and operational maturity. • Foster a culture of innovation by leveraging technology, AI, workflow automation, and data-driven decision making to simplify operations. Compensation & Benefits Operations Partner closely with Compensation and Benefits Centers of Excellence to operationalize and execute programs including: • Benefits administration and operational support • Open Enrollment readiness and execution • Eligibility administration • Vendor management and operational coordination • Benefits vendor integrations, file management, and reconciliation • Tier 2 employee escalations • Annual Compensation Review operational execution • Merit and bonus processing • Off-cycle compensation events • Country-specific compensation processing • Operational support for compliance-related Benefits and Compensation activities Cross-Functional Partnership • Build productive partnerships with Compensation, Benefits, Payroll, HR Technology, and Global People COEs. • Serve as the operational partner responsible for translating strategic COE initiatives into scalable operational processes. • Partner with HR Technology teams to support Workday enhancements, integrations, testing, and operational readiness for new functionality. • Collaborate across cross-functional teams to deliver enterprise-wide projects and operational initiatives. Vendor & Operational Governance • Oversee operational relationships with external Benefits and HR service vendors. • Ensure operational governance around vendor performance, service delivery, issue resolution, invoicing, reconciliations, and operational compliance. • Partner with vendors and internal stakeholders to proactively resolve operational issues and improve service quality. Compliance & Risk Management • Ensure operational compliance with regional and global legislative requirements including HIPAA, OFCCP, GDPR, COBRA, statutory leave programs, and other applicable regulations. Data, Analytics & Decision Suppor