Sr Professional Services Strategy & Ops Program Manager

insightsoftware • Full-time • Mountain View, CALIFORNIA, United States • 5h ago

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

About the role:

The Moveworks Professional Services team deploys agentic AI for some of the largest enterprises in the world. As we scale delivery across a fast-growing partner ecosystem, we're hiring a Services Delivery Operations Manager to own the day-to-day operational backbone that keeps our implementation and ongoing services engagements running smoothly.

This is an individual contributor role with no direct reports — a high-ownership, high-autonomy seat for an operator who can run the machine (PSA administration, staffing, capacity, partner subcontracting, and partner program intake) so that Services leadership can stay focused on broader strategy and scale. You will be the connective tissue across Professional Services and our delivery partners, and the person the team trusts to keep delivery operations humming.

What you get to do in this role:

Administer and optimize Rocketlane PSA: Act as the operational owner for Rocketlane configuration, project setup, user onboarding, workflow hygiene, and closed/won-to-project handoffs; troubleshoot issues quickly and improve system usability, data quality, and adoption across the delivery organization.

Lead services resource management: Run the operating cadence for staffing, capacity planning, utilization visibility, and backlog alignment across implementation and ongoing services work; connect pipeline, bookings, project demand, skill requirements, and delivery capacity to recommend assignments, identify coverage gaps, and inform subcontractor needs before they impact customer outcomes.

Coordinate partner and subcontractor delivery operations: Run the operating process for partner-subcontracted delivery, from intake and assignment through onboarding, execution tracking, issue resolution, and process improvement.

Streamline partner program intake: Manage partner program submissions and operational requests with clear SLAs, clean handoffs, and consistent follow-through so onboarding and engagement readiness move without friction.

Build operational reporting and delivery insights: Develop recurring dashboards, scorecards, and exception reports that give Services leadership actionable visibility into delivery health, utilization, forecast accuracy, partner performance, and process bottlenecks.

Improve scalable operating rhythms: Partner with Professional Services, Customer Success, Finance, Sales, and Partner teams to standardize workflows, close operational gaps, and enable a repeatable delivery model as the business grows.

Qualifications

To be successful in this role you have:

Experience applying AI-enabled tools or automation to improve operating workflows, decision support, reporting, or productivity within a services, operations, or customer-facing function.

3–5 years in Professional Services Operations, Revenue Operations, Partner Operations, PMO operations, or a related SaaS delivery operations role.

Hands-on proficiency with PSA, CRM, or project delivery systems; Rocketlane experience is strongly preferred, with Kantata, Certinia/FinancialForce, Salesforce, or comparable platforms also valuable.

Working knowledge of SaaS Professional Services metrics such as utilization, capacity, backlog, attach rate, forecast accuracy, delivery health, and services margin.

Background supporting partner-led or subcontracted delivery models, including intake, onboarding, assignment coordination, operational governance, and process improvement.

Strong analytical skills with the ability to synthesize data from multiple systems, identify trends, and convert findings into practical recommendations for Services leaders.

Process-oriented operator who can design lightweight workflows, document repeatable practices, drive adoption, and iterate quickly as the delivery model evolves.

High ownership and sound judgment in ambiguous, fast-moving environments; able to make progress independently, escalate thoughtfully, and balance speed with operational discipline.

Clear communicator and trusted cross-functional partner who can align Professional Services, Customer Success, Finance, Sales, and Partner stakeholders around priorities, tradeoffs, and execution plans.

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.