Business Manager, Customer Excellence Group

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What you get to do in this role:   

As Business Manager, you will lead and execute high-impact, cross-functional initiatives both within the GEO and globally. You will partner closely with the GEO Leader to frame GEO-specific initiatives, distilling complex issues into actionable insights. Your role will involve identifying and prioritizing key business initiatives across various cross-functional teams, including GPC, Solution Consulting, Solution Sales, and Marketing. You will collaborate with the CEG Product Strategy Leadership Team to own and deliver key HQ initiatives in the GEO. Additionally, you will provide data-driven analysis and insights to support decision-making and drive operational efficiency, working alongside the GEO Operations Leader.

Execution & Operational Efficiency

• Work closely with all GEO corresponding Business Managers and Product & Strategy LT to identify how we can leverage all the developed GEO capability globally.
• Assist in the implementation of high-priority initiatives, collaborating cross-functionally with leaders and teams within GEO across CEG & Cross function.
• Oversee critical projects, ensuring alignment with CEG objectives and driving execution.
• Support GEO leader and LT in developing initiatives that address market opportunities and risks in GEO as well as cross collaboration initiatives across the cross GEO cross function

Executive Alignment & Communication

• Facilitate communication between the CEG and all Cross Functions and broader business, ensuring alignment on key initiatives.
• Act as a bridge between leadership and operational teams, providing clarity on business priorities.
• Align strategy and execution across CEG teams in GEO GTM, Delivery, Customer Success, Renewals and Customer Health ensuring clear prioritization and alignment, priming and driving seamless initiative execution
• Serve as a subject-matter expert, managing inquiries, developing action plans, and overseeing communication strategies
• Support the GEO Leader and Head of GEO Operations to partner with the finance team to manage budget, headcount, and investments, ensuring alignment with business targets and cross-functional priorities
• Oversee daily operations and escalations, collaborating with senior managers and department leaders for effective issue resolution and tracking
• Work with the Operations team to embed and manage Geo reporting, scorecards, dashboards, and performance tracking
• Act as the key interlock with GPC, ensuring seamless execution of Partner engagements
• Drive enablement initiatives across all roles, maintaining strategic alignment
• Support Geo Lead on all Customer and Partner Interactions; prep meeting, follow up, documentations to ensure fast progress on agreed actions
• Support Geo Lead in the preparation of internal presentations, business cases, Town Halls, Leadership Team events
• Proactively identify and drive process improvements, change management initiatives, and efficiency gains across GEO in partnership with APAC Head of Operations

Meeting & Agenda Management

• Plan and facilitate leadership meetings, ensuring discussions are efficient and impactful.
• Prepare strategic documentation, recommendations, and presentations to support GEO initiatives.
• Manage executive schedules in partnership with Executive Assistant prioritising high-impact initiatives.
• Ensure leadership meetings are structured, goal-oriented, and results-driven.
• Manage Geo rhythm of business in conjunction with HR, Finance, Operations, Communications and other cross functional teams to ensure efficiency and clarity of expectations

Executive Leadership Collaboration

• Act as an internal influencer, fostering collaboration and a high-performance culture.
• Oversee executive onboarding, ensuring new leaders integrate smoothly and align with company goals and expectations.
• Act as a proxy for the GEO leader when they are unable to attend events or meetings.

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 AI’s potential impact on the function or industry. 
• 10+ years of experience in business management, operations, or executive support roles.
• Proven ability to align strategy with execution in customer-facing and services organizations.
• Experience influencing senior stakeholders, driving strategic initiatives, and managing interdepartmental relationships.
• Strong business & financial acumen, with experience in budget management, headcount planning, and investment tracking.
• Expertise in data-driven decision-making
• Strong understanding of change management methodologies and process optimization.
• Ability to navigate complex, global environments, working across multiple geographies and time zones.
• Excellent written and verbal communication skills, with a strong ability to craft executive-level reports and presentations.
• Proven track record in project coordination, cross-functional collaboration, and operational execution.
• Must be fluent in Japanese and English
• Must be authorized to work in Japan

Professional Experience

• 5+ years in management consulting, experience within high-growth, technology, or SaaS business desirable

Personal Attributes

• Resilient & Composed: Inspires confidence, remains steady under pressure, and serves as a trusted partner to the GEO Leader, GEO LT, and key stakeholders.
• Analytical & Data-Driven: Leverages data and insights to solve strategic and operational challenges.
• Financially & Commercially Astute: Strong understanding of finance, business strategy, and commercial acumen.
• Strong Communicator & Stakeholder Manager: Synthesises complex information with clarity, ensuring alignment across teams and executives.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

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 law. In 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 [email protected] for assistance. 

Export Control Regulations

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

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