Director Capacity Management Lead

Job Description
This role will directly contribute to the development of products, services and experiences that make the world of work better for all ServiceNow employees. This role is responsible for enhancing the efficiency, effectiveness, and overall performance of the Global People functions, through analyzing processes, identifying areas for improvement, and implementing solutions to streamline operations, reduce waste, increase capacity, and enhance the employee experience. This role will own the design and implementation of a comprehensive capacity management program to identify, track and realize significant productivity gains across Global People processes.
What you get to do in this role
Establish and manage a comprehensive program to identify and track opportunities for productivity savings to realization, increasing overall capacity of Global People teams to manage business growth at scale.
Responsible for the optimization of E2E Global People operational processes to enhance efficiency, quality, productivity, and employee experience
Foster culture of innovation and continuous process improvement within Global People
Scope incorporates cross-functional initiatives inclusive of business, technology, and organizational change efforts.
Establish and maintain a robust governance framework for managing global processes. Define policies, procedures, and standards to ensure consistency, compliance and alignment with industry best practices and regulatory requirements.
Lead and mentor teams to execute cross-functional process improvement projects effectively. Provide guidance, support, and coaching to team members through the change lifecycle.
Utilize data-driven approaches to analyze existing processes, identify inefficiencies, bottlenecks, and areas of improvement. Conduct root cause analysis to understand underlying issues impacting performance.
Develop innovative solutions and implement best practices to streamline processes, standardize, eliminate waste, create capacity, and optimize resource utilization. Employ Lean Six Sigma tools and methodologies to drive measurable improvements.
Identify opportunities to leverage the ServiceNow platform and tools to increase automation, drive self-service and improve employee workflows.
Establish metrics and control mechanisms to monitor process performance and track improvements. Continuously analyze performance data, identify trends, and make data-driven recommendations for further improvement.
Mentor, coach, and support Global People operational leaders to better manage and continuously improve their daily operations.
Partner with Digital Technology to leverage the ServiceNow platform and GenAI solutions for process automation, self-service, data analytics, and reporting. Identify opportunities to optimize existing HR systems and tools or implement new technologies to enhance Global People operations.
Share best practices, lessons learned and success stories across the organization to promote a culture of continuous learning and improvement and enhance the capabilities of teams in process optimization methodologies.