Senior Manager – Learning Operations, Staffing & Support, Learning Innovation Solution Studio (LISS)

The Senior Manager is a strategic and operational leader responsible for end-to-end resource management and customer support operations. He/She will be responsible for the efficient allocation and management of curriculum resources within the Learning Innovation team including Curriculum Development Operations Support and Certification. This role ensures optimal utilization of team members accurate tracking of project time and effective collaboration with stakeholders and leadership to meet learning and development objectives. While the role owns capacity planning staffing and utilization he/she is also responsible for architecting and managing the internal Customer Service and Support organization. The role ensures support experiences are scalable and high-quality and operational decisions are driven by data AI and automation. The role plays a critical role in talent management capacity planning project forecasting and maintaining clear communication across the department. Additionally identify and implement opportunities to integrate Artificial Intelligence (AI) and automation into workflows  to improve efficiency accuracy and stakeholder engagement

What you get to do in this role:

Timecard Management & Approval:

• Review and approve timecards for assigned resources ensuring accuracy and adherence to company policies and project budgets. 
• Verify time entries against project assignments and deliverables. 
• Address and resolve any discrepancies or issues related to time reporting. 
• Maintain accurate records of time off holidays and other absences. 
• Identify performance issues and timeline constraints then escalate to leadership. 

Capacity Planning & Resource Allocation:

• Create and maintain a comprehensive understanding of the teams capacity and capabilities. 
• Collaborate with project managers and stakeholders to forecast resource needs for upcoming projects. 
• Deep understanding of staff talent incoming projects and skill sets required to staff projects. 
• Allocate resources such as curriculum developers and instructional designers to projects based on their skills knowledge ability availability and project priorities. 
• Utilize ServiceNow Resource Management to effectively manage timecards and capacity. 
• Proactively manage resource conflicts and competing priorities. 
• Analyze resource utilization data to identify trends and opportunities for improvement. 
• Key role for monitoring and orchestrating onboarding and offboarding contractors and managed service providers.  
• Proactively identify escalate and resolve resource risks to manage expectations. 

Stakeholder & Leadership Collaboration:

• Serve as a primary point of contact for stakeholders regarding resource availability allocation and support performance. 
• Communicate regularly with Managers Learning Solutions Architects and leadership to provide updates on resource status and project progress. 
• Participate in demand management and project planning meetings to provide input on resource requirements and timelines. 
• Collaborate with stakeholders to resolve resource-related issues and ensure project success. 
• Provide regular reports to leadership on resource utilization capacity and project performance. 
• Represent Learning Operations with leaders customers and cross-functional partners

Process Design AI & Automation

• Identify and implement opportunities to integrate AI automation and bots into:
  • • Resource planning and capacity forecasting
    • Time and utilization tracking
    • Support ticket triage routing and resolution
    • Knowledge management and self-service
• Assess current systems tools and workflows to ensure they scale with business growth.
• Use AI-driven insights to improve decision-making efficiency and stakeholder transparency.
• Lead change management communications and rollout of new processes and tools

Customer Service & Support Operations Leadership

• Evolve the customer support model and operating framework.
• Establish SLAs KPIs escalation paths and quality standards for global support operations.
• Manage the Global Customer Service and Support team and oversee day-to-day support delivery with help from leads.
• Track and drive continuous improvement of support processes and experience.
• Partner with cross-functional teams to address systemic issues and reduce support demand.

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• Minimum 1012 years of experience with atleast 5 years leading Customer Service and Support Organization.
• 3 years of experience in resource management
• 1 year of experience using ServiceNows Strategic Portfolio Management application with a focus on resource management preferred or similar tools to manage resources and capacity planning.
• Experience integrating or evaluating AI and automation in operational workflows.
• Proficiency in MS Excel PowerPoint and data analysis.
• Strong analytical and problem-solving skills with experience creating detailed reports for capacity and planning.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• A high level of flexibility creativity and dependability.

JV20

Additional Information :

Work Personas

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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 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 for assistance. 

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Remote Work :

No

Employment Type :

Full-time