Operations Manager - Succession Planning

Company Description

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.

Job Description

We are seeking a strategically minded and operationally focused Operations Manager to join our enterprise-wide Succession Planning team. This key role will lead infrastructure, technology, and enablement strategies—leveraging data analysis and AI—to enhance our talent pipeline and ensure leadership continuity across the organization.

Key Responsibilities

Operations Excellence & Infrastructure Management

• Implement and maintain robust tracking systems to ensure organizational rigor across all succession planning activities
• Drive operational excellence through systematic maintenance of succession planning infrastructure, ensuring meticulous organization of data, resources, and processes across Microsoft Teams, SharePoint, and other digital platforms
• Design and implement efficient tracking systems for succession metrics, audit requirements, and program effectiveness measurement
• Establish standardized processes and AI-enabled workflows to ensure consistency and scalability of succession planning initiatives

Technology Enhancement & AI Integration

• Partner with PISA (People Insights & Analytics), GPPSD (Global People Processes & Solutions Delivery), and DT (Digital Technology) to deliver strategic technology and data innovations that elevate succession planning outcomes
• Lead the design and development of dashboards and data tools, and manage integrations with platforms such as Workday, ServiceNow, and other HR technologies
• Champion the use of predictive analytics, AI-powered insights, and visualization tools to surface leadership trends, risks, and readiness gaps
• Drive the enablement and adoption of AI across succession planning processes—identifying opportunities to apply AI and automation to talent identification, capability forecasting, and scenario modeling
• Lead and support AI-driven pilots and scalable innovations, ensuring our succession strategy remains forward-looking, tech-enabled, and future-ready
• Serve as a thought partner in shaping the long-term AI strategy for succession planning, enabling smarter, faster, and more informed leadership decisions globally

Strategic Planning & Stakeholder Management

• Orchestrate proactive planning and predictable execution through cross-functional stakeholder engagement
• Establish and maintain structured cadences for succession planning reviews and updates
• Manage performance tracking and audit requirements to ensure compliance and effectiveness
• Oversee vendor relationships and deliverables, ensuring alignment with organizational objectives
• Facilitate executive-level succession planning discussions and presentations

HR Business Partner Enablement

• Develop and deploy comprehensive toolkits, frameworks, and resources for HRBPs to drive succession planning across the organization
• Design and deliver enablement initiatives to build HRBP competencies in succession planning
• Establish centers of excellence and best practice sharing forums

Communications & Change Management

• Manage operational aspects of succession planning communications and marketing strategy
• Develop and maintain HRBP toolkits, manager resources, and enablement materials
• Create compelling narratives and materials