Sr. Manager, Global People Operational Risk Manager

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.

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Sr. Manager, Global People Operational Risk Manager (IC5):

Job Code: 9405

Location: West Palm Beach (Flexible or Remote)

Reports to: Sr. Director, Global People Operations Optimization

Job Description

This role will directly contribute to the development of products, services and experiences that make the world of work better for all ServiceNow employees.  This role owns and evolves the integrated risk management (IRM) program within the Global People organization, using the ServiceNow IRM tool as the system of record for risk management and reporting. The role ensures Global People operations are well-governed, audit-ready, and continuously monitored for risk exposure. Lean Six Sigma and process optimization expertise will support this mission by identifying and remediating the operational root causes of risk, control gaps, and inefficiency, and by building scalable, well-controlled processes across the Global People function.

 What you get to do in this role

Integrated Risk Management (primary focus)

• Own and evolve the enterprise IRM program for Global People, maintaining a complete, current view of risk in the IRM risk register
• Manage day-to-day risk workflows using the risk management application (IRM), including risk frameworks/statements, risk identification, assessments, and remediation task coordination
• Drive/ leverage risk identification inputs (Failure Mode & Effects Analysis (FMEA), internal indicators/metrics, and other documented sources) and ensure they are captured in IRM
• Coordinate risk evaluation practices e.g., documenting likelihood, impact, inherent risk, control effectiveness, residual risk, and velocity
• Coordinate risk response tracking (avoid, mitigate, accept, transfer) and ensure response documentation is created for moderate-or-above residual risk
• Support Global People operational compliance and assurance activities, including control mapping/ development, control testing, evidence collection, and audit-ready reporting across regulatory requirements
• Partner with compliance and assurance stakeholders to streamline evidence collection and audit readiness
• Create and maintain risk frameworks, risk statements, control test scripts, and remediation tasks, coordinating follow-through with assigned owners
• Support enterprise risk reporting, keeping dashboards and records current for leadership oversight and review cycles

Process Optimization (in support of Operational Risk Management and Control)

• Apply Lean Six Sigma tools and methodologies (DMAIC, Root Cause Analysis, Value Stream Mapping, FMEA, Process Analysis, Statistical Process Control) to investigate the operational root causes behind risk events, process and control failures, and compliance gaps
• Design and implement process and control improvements that close control gaps, reduce risk exposure, and strengthen audit readiness across Global People operations
• Leverage Process Mining and Task Mining to monitor process performance, identify root causes, validate control effectiveness, and detect emerging risk or compliance drift
• Identify and define opportunities to leverage the ServiceNow platform including process automation/ AI tools to automate risk management/ control workflows, evidence collection, and reporting, while partnering with Digital Technology other partners on implementation
• Establish metrics, monitoring and control mechanisms that tie process performance to risk and compliance outcomes
• Mentor and coach Global People operational leaders on integrating risk-aware practices into daily operations management and continuous improvement
• Lead and mentor teams executing cross-functional improvement initiatives that touch risk, compliance, and operational efficiency
• Provide risk management expertise and support for process optimization and automation/ AI solution design, implementation and validation to drive process efficiency, standardization and control

To be successful in this role, you have:

• Experience owning or operating a risk/compliance program (e.g., IRM, GRC platforms), including risk registers, control mapping/ development, control testing, risk evaluation, and audit-ready reporting; formal GRC, risk management, or compliance background strongly preferred
• Experience with ServiceNow IRM (Integrated Risk Management) application strongly preferred
• 8+ years of experience in large-scale process transformation and operational improvement in a global environment
• Strong understanding of enterprise risk frameworks, control effectiveness assessment, and regulatory/compliance reporting requirements
• Experience with data analytics tools to monitor risk and control performance
• Lean Six Sigma skillset with experience applying process optimization to risk, compliance, and controls environments; Black Belt certification preferred
• Experience leveraging the ServiceNow platform to improve workflows, automate evidence collection, and/ or support compliance reporting a plus
• ServiceNow HRSD experience a plus
• Management consulting background in risk, compliance, or process excellence is desirable
• Proven track record leading governance, risk, or process improvement programs with measurable impact on control effectiveness, audit readiness, and operational efficiency
• Experience leading, managing, and developing a team of risk, compliance, or process improvement specialists
• Excellent leadership, communication, and interpersonal skills, with the ability to influence stakeholders across risk, compliance, audit, technology, and operations
• Ability to navigate a complex environment with project teams, business partners, leadership, external auditors, and other stakeholders
• A "can do" attitude in fast-paced, dynamic, and ambiguous situations

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. 

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