About this role
This is a pivotal transformation year for Global Business Acceleration (GBA). We are scaling AI-enabled engagement models, and evolving how pipeline is generated, progressed, and converted globally.
The Senior Manager, GBA Operations sits at the intersection of growth strategy, systems transformation, and AI-enabled pipeline modernization. This leader will govern and influence the operational backbone of a global demand and pipeline engine — ensuring rigor, visibility, and scalability during a period of change.
This role is designed for a strategic operator who can influence a complex global business while simultaneously shaping the next generation pipeline operating model.
What you get to do in this role
Govern and advise business-level operational support across pipeline generation, pipeline progression, and conversion performanceInfluence and oversee global demand generation reporting, pipeline attribution integrity, and follow-up governance across BDRs, Customer Acceleration Associates, and autonomous AI engagement motionsGuide business readiness for CRM migration, including process harmonization, reporting continuity, data integrity standards, and change management across global teamsPartner cross-functionally with Sales, Marketing, Finance, Decision Support, and Systems teams to align pipeline targets, sourcing logic, attribution models, and system architectureGuide and influence forecasting inputs for GBA, including account coverage governance, scenario modeling, productivity tracking, and risk identificationServe as a strategic advisor on customer journey design — ensuring engagement models, buying group motion, and follow-up sequencing align to how customers actually move from awareness to opportunity creationIdentify friction points across the customer journey (handoffs, response times, AI + human overlap, buying group coverage gaps) and drive scalable solutionsOwn GBA budget planning, investment modeling, and ROI measurement across human-led and AI-led pipeline motionsBuild and present executive-ready analysis and outcome-based performance narratives for weekly, monthly, and quarterly executive reviewsEmbed AI-enabled insights and workflow automation into reporting, governance, and operational designAct as a trusted advisor to GBA leadership on business health, operational risk, structural inefficiencies, and long-term growth levers
To be successful in this role you have:
10+ years in Sales Operations, Revenue Operations, Strategy, or GTM Operations within a high-growth SaaS environmentExperience guiding or playing a senior role in CRM implementation or migration initiatives (process redesign, reporting transformation, data governance, stakeholder alignment)Deep expertise in pipeline generation, conversion metrics, and demand attribution at scaleStrong understanding of customer journey orchestration, buying group mechanics, and engagement velocity leversExperience building executive-ready forecasts, financial models, and business cases — and influencing outcomes at senior levelsDemonstrated ability to operate at Director-level scope, influencing cross-functional leaders globallyStrong executive communication skills — able to translate complex data into clear, strategic insightsProven experience working across Sales, Marketing, Finance, and Systems organizationsHigh analytical rigor and comfort navigating ambiguity during transformationExperience leveraging AI-enabled tools to enhance operational efficiency and insight generationA builder’s mindset — able to modernize systems while protecting day-to-day business performance
JV20
For positions in this location, we offer a base pay of $155,400 - $272,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) 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
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Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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
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