Senior Manager, Enterprise Data Management & Continuous Improvement

At ServiceNow, we make the world work better for everyone. Our global Customer Service & Support (CSS) team is at the heart of that mission, ensuring our customers have seamless, efficient, and exceptional experiences. We are looking for a Senior Manager, Enterprise Data Management & Continuous Improvement to drive data-driven transformation, enhance efficiency through predictive insights, and drive decision making through executive storytelling, data modeling and future focused models. The Senior Manager of Data Management is a strategic leader responsible for defining, governing, and executing the organization’s data strategy and providing actionable insights to maximize productivity and effectiveness. This role will ensure data is treated as a critical business asset—reliable, secure, compliant, and readily available to drive decision-making, innovation, and business growth. The Senior Manager will partner across business units, technology, and compliance functions to establish critical standards and lead high-performing teams in data governance, engineering, and data operations. Key ResponsibilitiesDevelop and lead the global Customer Service & Support (CSS) data management strategy, including governance, architecture, stewardship, and operations with an emphasis on AIBuild predictive models that guide business decisions for Support with an emphasis on AITranslate complex analytics into executive-level strategic recommendations, provide critical updates to Support executives that inform decision making and investments.Establish foundation for advanced predictive analytics capabilitiesTie data to capacity, headcount and funding models that incorporate shifts from the leverage of AI, maximizing resource allocation and spendVisualize key Support trends and patterns that drive action and programmatic investments to address gaps.Improve productivity and efficiency models to incorporate AI planning and associated savingsEstablish and enforce policies, standards, and processes to ensure data quality, integrity, security, and compliance with regulatory requirementsPartner with technology and business leaders to align data initiatives with enterprise priorities, enabling advanced analytics, AI/ML, and digital transformation efforts.Build and lead a team of data professionals, fostering a culture of accountability, innovation, and continuous improvement.Champion data literacy and promote the adoption of data-driven decision-making across the organization.Manage budgets, resources, and vendor relationships to maximize the value of data investments.Demonstrated ROI from data initiatives (efficiency gains, cost savings, revenue enablement).Develop Data Strategy aligned with business and technology goals.Drive improved enterprise-wide data literacy and adoption of data-driven practices.Establish KPIs for data maturity and business value realized through data management.Lead regular reporting to executives on progress toward strategic data goalsOwn the CSS data strategy (governance, architecture, stewardship, operations) aligned to business outcomes and CX vision"