Senior Manager, Performance Management

Job description

What You Own

Performance Evaluation & Calibration: Own ServiceNow's performance evaluation framework, including rating definitions, behavioral expectations by level, and the standards that ensure assessments are consistent and meaningful. Define and maintain the philosophical underpinnings of how performance evaluation at ServiceNow, in alignment with the COE's design principles and broader performance management strategy. Partner with Compensation to ensure evaluation outcomes connect logically to rewards decisions.

Strategically design to leverage AI to assist with relevant evaluation process components that improve consistency and reduce bias while ensuring human judgment remains at the center of every performance decision. Design and govern the calibration process, comprehensively supporting how managers and leaders should align on performance assessments across teams and business units. Collaborate with the enablement team to create strong, concise, clear facilitation guides, pre-work materials, and decision-making frameworks that help calibration sessions produce fair, consistent, and documented outcomes.

Collaborate with Product and DT to design enhancements to the YE Evaluation tool to seamlessly facilitate peer reviews of ratings and write ups to support calibrated outcomes while preserving manager ROI on the overall evaluation process. Identify and address systemic calibration inconsistencies; partner with HRBPs to close gaps in how the process is applied across different parts of the business.

How You Work

You work in a co-ownership model: COE defines the what and why; Product owns the how and when. You represent the business logic and employee / leader experience in every tech conversation. You bring a consulting mindset, diagnosing what senior leaders actually need, not just what they ask for. You strategically consider how AI capabilities can improve the evaluation processes at ServiceNow. You operate at a strategic level while remaining close enough to the work to catch execution gaps before they become problems.

You are a strong cross-functional partner. The work you own touches nearly every HR function, and you build trust by seeing around corners, owning solutions, and rolling up your sleeves to help get work done.

What Great Looks Like

Your frameworks and philosophy are adopted, not just documented. HRBP partners use your resources because they're useful, not because they're required. ServiceNow's evaluation framework reflects our recently updated performance philosophy and informs how HR leaders & business leaders talk about performance. The ‘why’ is crisp and clear. Calibration sessions produce consistent, defensible outcomes, and HRBPs report high confidence in the process.

Leaders understand why it matters and where to invest their time and focus. DT understands why calibration matters and how they can evolve the evaluation tool to best support calibrated decision making and outcomes. Employees get critical insight into their performance throughout the year and after the performance cycle, understanding transparently how they did and how they are rewarded.

Qualifications

To be successful in this role, you have:

• 8+ years of experience in performance management, talent management, HR strategy, or a related field, including ownership of enterprise programs or processes Deep expertise in performance evaluation and calibration, including rating frameworks, assessment standards, and approaches that support fair, consistent, and meaningful decisions
• Proven experience translating performance philosophy and strategy into practical frameworks, processes, tools, and leader guidance A strong consulting mindset and experience advising senior HR and business leaders on complex or sensitive talent decisions
• Demonstrated success leading cross-functional work across HR, Compensation, HR Business Partners, Product, and technology teams Experience designing and scaling global processes while accounting for business, employee, and regional needs
• Strong analytical judgment, with the ability to use qualitative and quantitative insights to identify inconsistencies, evaluate effectiveness, and improve outcomes
• Excellent written and verbal communication skills, with the ability to make complex concepts clear, concise, and actionable for different audiences The ability to operate strategically while remaining close to execution, proactively identifying risks, resolving gaps, and driving work through completion Curiosity about how AI and emerging technology can improve performance processes, strengthen consistency, and reduce bias while preserving human judgment