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Business Strategy & Planning Manager

Element AI

Element AI

Heredia Province, Heredia, Costa Rica
Posted on Friday, May 17, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The ServiceNow Customer Success Organization—which includes Impact Product Management, Impact Delivery, and Product Success—is laser-focused on ensuring our customers realize value across their end-to-end customer journey. As part of the broader Strategic Operations team, this role will be integral to planning, running, and scaling a world-class organization, and defining and executing against key several strategic initiatives. Our team is hungry but humble, and values creating a supportive and fast-paced learning environment for our members to thrive in.

This role will have a day-to-day focus on defining and leading critical cross-functionally and cross-organizational workstreams and processes underpinned by strong operational rigor in support of the Customer Success Organization. Success in this position requires a proven ability in operational excellence with strong strategic thinking and project management skills, as well as the ability to influence all levels of the organization to drive change; earning trust with key stakeholders and building a sense of ownership across teams is critical. This individual should be highly analytical, possess strong financial acumen with the ability to dive deep into problems, while maintaining a broad perspective. The candidate should be comfortable with ambiguity and open-minded to challenge the status quo.


  • Execute on critical, cross-functional strategic initiatives across the organization
  • Lead and manage strategic programs and projects, from concept/definition through planning, execution, delivery, and adoption
  • Iterate and execute on annual planning processes in partnership with key cross-functional, cross-GEO, and cross-organization partners (e.g. Long range planning, annual planning, etc.)
  • Improve operational excellence through identification and execution of initiatives that create efficiency, remove obstacles, or create improved processes and approaches to the business
  • Develop robust analysis and business cases to support to address key strategic questions/initiatives in partnership with stakeholders
  • Establish foundational tracking and planning tools and mechanisms as needed
  • Work collaboratively to deploy technology and automate key processes to increase productivity


  • 7+ years work experience in Portfolio Management, Program Management, Planning or Strategy
  • 4+ year of experience working within a global technology company or management consulting firm
  • Bachelor’s degree in business, finance, economics, engineering, mathematics, statistics, or related field; MBA or other relevant advanced degree preferred
  • Demonstrated success managing large, global, complex projects and programs, collaborating, and influencing across all levels of an organization
  • Strategy & planning experience, with demonstrated success driving operational excellence
  • Strong financial acumen with experience building financial and planning models
  • Experience delivering and executing in complex and changing business landscapes
  • Effective and mature communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in business, technical, and operations discussions.
  • Self-starter and a problem-solver with a bias for action
  • Results-oriented – you have an appetite for driving business impact / execution
  • Strong leadership skills; able to work across multiple extended or virtual teams
  • Self-starter who thrives and can multitask in fast-paced and ambiguous environments
  • Expert skills with Microsoft Office suite (especially Excel and PowerPoint)
  • Knowledge on enterprise software and the SaaS industry
  • Excellent English skills required


Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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