Manager of Service Performance (within ServiceNow platform)

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Your New Role:
The Manager of Service Performance will play a strategic leadership role in the Enterprise Service Management (ESM) office. The role is based in Atlanta and will be responsible for standing up and leading the Service Performance Management capability. This role is pivotal to ensuring that enterprise services are effectively measured, evaluated, and improved to meet business expectations and strategic objectives.

The Manager will oversee key functions, including Service Performance Management, Service Level Management, and Reporting and Data Analytics using ServiceNow. They will collaborate across service management functions and work closely with Business Engagement Managers, Service Delivery Managers, Service Owners, Service Level Managers, Process Owners, and technical teams to establish and maintain a holistic view of service performance. The Manager will also lead a team of analysts and data professionals, using data-driven insights to guide service improvement initiatives, root cause analysis, and standards alignment across the supplier and service ecosystem.

Your Role Accountabilities:

LEADERSHIP & STRATEGIC ENABLEMENT

• Establish and lead the Service Performance Management capability, including team structure, governance, processes, and tools.

• Develop and execute a strategy for enterprise-wide service performance measurement aligned with business goals.

• Create a culture of data-driven decision-making and continuous improvement across service management functions.

• Serve as the subject matter expert and strategic advisor to ESM leadership on performance and service level trends.

• Own the collation of all performance measures into an overarching Service Performance Framework for ESM which links performance to strategic objectives.

• Oversee the development of service performance scorecards, dashboards, and reporting capabilities within ServiceNow.

• Define key performance indicators (KPIs), metrics, and benchmarks for enterprise services and ensure they are consistently tracked.

• Coordinate conversations across ESM teams such as Service Delivery Management and Reporting & Data Analytics to ensure performance measures are appropriate and can be realized.

• Act as a key liaison between ESM and business partners to understand strategic needs, performance expectations, and feedback.

• Collaborate with Business Engagement Managers and Architecture teams to align services with evolving standards and strategies.

• Engage with third-party providers and the supplier ecosystem to monitor and optimize their contribution to end-to-end service performance.

• Represent Service Performance in governance forums and provide recommendations based on data and performance trends.

• Establish and maintain service level frameworks, SLAs, OLAs, and underpinning contracts across the service portfolio.

• Work with Service Level Managers and Service Owners to ensure performance targets are realistic, aligned, and achievable.

• Monitor service level compliance and initiate improvement plans where necessary to restore performance.

• Coordinate regular service reviews with stakeholders to assess SLA performance and validate customer satisfaction.

• Lead, coach, and develop a team of analysts and performance professionals, setting priorities and managing day-to-day operations.

• Drive standardization, automation, and operational maturity in performance reporting and data processes.

• Ensure documentation, compliance, and audit-readiness of all service performance activities.

• 7+ years of experience in IT service management, service performance, or analytics roles, with 3+ years in a leadership position.

• Demonstrated experience across the ServiceNow ITSM and ITOM capabilities with focus in the areas of service level management, KPI definition, and performance reporting.

• Experience driving service improvement initiatives in large enterprises or global environments.

• Excellent communication and stakeholder management skills, with a track record of building consensus and alignment.

• Bachelor's degree in Information Technology, Business, or a related field (master's degree preferred).

• ITIL v4 Certification (Managing Professional or Strategic Leader track preferred).

• ServiceNow Performance Analytics certification or equivalent service management experience.

• Experience managing or coaching high-performing analytical or performance-focused teams.

• Exposure to shared services, media/entertainment, or other complex, matrixed enterprise environments.