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ServiceNow is seeking a Senior Manager of Performance Management to own the company's performance evaluation framework and calibration processes. This is a strategic HR role that bridges people operations, compensation, product, and business leadership.
You will define and maintain ServiceNow's performance evaluation philosophy, including rating definitions, behavioral expectations by level, and assessment standards that ensure consistency and fairness. You'll partner closely with Compensation to connect evaluation outcomes to rewards decisions, and work with Product and Design Technology teams to enhance the Year-End Evaluation tool. A key focus is strategically leveraging AI to improve evaluation consistency and reduce bias while keeping human judgment central to every performance decision.
You will design and govern the calibration process—the structured approach by which managers and leaders align on performance assessments across teams and business units. This includes creating facilitation guides, pre-work materials, and decision-making frameworks that help calibration sessions produce fair, documented outcomes. You'll identify systemic inconsistencies and partner with HR Business Partners to close gaps in process application across the business.
You operate in a co-ownership model where the Center of Excellence (your team) defines the "what and why" while Product owns the "how and when." You bring a consulting mindset to diagnose what senior leaders actually need, think strategically about AI capabilities, and remain close enough to execution to catch gaps before they become problems. You are a strong cross-functional partner whose work touches nearly every HR function.
Success means your frameworks are adopted because they're useful, not mandated. Calibration sessions produce consistent, defensible outcomes with high leader confidence. Employees gain transparent insight into their performance and how it connects to rewards. The evaluation tool evolves to support calibrated decision-making, and the organization's performance philosophy is crisp, clear, and widely understood.
REQUIREMENTS:
- 8+ years of experience in performance management, talent management, HR strategy, or 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
- 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 ability to use qualitative and quantitative insights to identify inconsistencies, evaluate effectiveness, and improve outcomes
- Excellent written and verbal communication skills, with ability to make complex concepts clear, concise, and actionable for different audiences
- 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
