Senior Manager, Global Business Acceleration (GBA) Operations

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
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 performance
• Influence and oversee global demand generation reporting, pipeline attribution integrity, and follow-up governance across BDRs, Customer Acceleration Associates, and autonomous AI engagement motions
• Guide business readiness for CRM migration, including process harmonization, reporting continuity, data integrity standards, and change management across global teams
• Partner cross-functionally with Sales, Marketing, Finance, Decision Support, and Systems teams to align pipeline targets, sourcing logic, attribution models, and system architecture
• Guide and influence forecasting inputs for GBA, including account coverage governance, scenario modeling, productivity tracking, and risk identification
• Serve 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 creation
• Identify friction points across the customer journey (handoffs, response times, AI + human overlap, buying group coverage gaps) and drive scalable solutions
• Own GBA budget planning, investment modeling, and ROI measurement across human-led and AI-led pipeline motions
• Build and present executive-ready analysis and outcome-based performance narratives for weekly, monthly, and quarterly executive reviews
• Embed AI-enabled insights and workflow automation into reporting, governance, and operational design
• Act as a trusted advisor to GBA leadership on business health, operational risk, structural inefficiencies, and long-term growth levers

Qualifications
To be successful in this role you have:

• 10+ years in Sales Operations, Revenue Operations, Strategy, or GTM Operations within a high-growth SaaS environment
• Experience 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 scale
• Strong understanding of customer journey orchestration, buying group mechanics, and engagement velocity levers
• Experience building executive-ready forecasts, financial models, and business cases - and influencing outcomes at senior levels
• Demonstrated ability to operate at Director-level scope, influencing cross-functional leaders globally
• Strong executive communication skills - able to translate complex data into clear, strategic insights
• Proven experience working across Sales, Marketing, Finance, and Systems organizations
• High analytical rigor and comfort navigating ambiguity during transformation
• Experience leveraging AI-enabled tools to enhance operational efficiency and insight generation
• A 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.
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, 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
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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