It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

About Digital Technology:

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.

We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. 

Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them. 

What you get to do in this role:

• Owns and manages Supplier Lifecycle operations and continues to drive Champ/Challenger Supplier model for Digital Technology globally
• Manage and maintain external vendor relations within Digital Technology
• Perform as functional bridge amongst external vendors as well as internal DT stakeholders
• Coordinate all vendor management tasks inclusive of working with external vendors and internal employees
• Ensure enterprise-wide needs for due diligence, risk assessment and continuing vendor monitoring are being accomplished.
• Help and coordinate vendor processes and methods to approve vendors
• Ensure to track, measure, report and evaluate vendor performance
• Troubleshoot all vendor problems and present to management as required
• Participate to formulate workflow processes, methods, and policies for applying vendors
• Ensure to collaborate with DT stakeholders to assure vendor partners are effectively managed plus contracts are completely leveraged.
• Prepare processes for as well as manage analysis, selection, and transition
• Monitor contractual agreements for all DT (Digital Technology) Suppliers
• Stimulate steady process enhancement to present increasing operational efficiency in entire business partner processes
• Support to explore expansion across new business lines outside of DT.
• Responsible to perform governance coordination with business stakeholders to measure executive/business satisfaction for vendors performance
• Responsible to perform monthly, quarterly vendor performance reviews for stakeholder satisfaction
• Responsible to perform financial performance management, Invoice management, budget support (Capital and Expense) and Contract pricing adjustments
• Lead Supplier Lifecycle Operations (SLO) product implementation on NOW platform and operationalize it to yield benefits
• Responsible to perform service and work order management
• Initiate SOW PURs and manage them until PO creation by working with various internal stakeholders, e.g., Sourcing, Procurement, Legal, Finance, Supplier enablement, etc. teams
• Manage contract change control
• Perform SLA and Performance validation
• Responsible for Project performance management, performance trending and corrections and maintain performance management recalibration
• Providing reporting (scheduled and ad hoc) as need to support the DT Suppliers Governance activities
• Conducts strategic stakeholder management conversations with all levels of business employees
• Adheres to policies and procedures for all cross-functional processes
• Develops and manages budgets associated with the DT Supplier Lifecycle Operations and transition spend to DT Strategic suppliers

To be successful in this role you have:

• 10+ years previous experience managing globally diverse support teams for a globally diverse Fortune 500 organization
• 10+ years of experience and very strong understanding of the Supplier management activities
• Experience interpreting contract terms and conditions
• Demonstrated ability to use ServiceNow platform
• Strong customer focus and demonstrated experience meeting stakeholders’ satisfaction and requirements
• Proven supplier management skills and setting and measuring SLAs and KPIs
• Excellent analytical and problem-solving abilities
• Ability to efficiently manage multiple initiatives simultaneously
• Strong interpersonal relationship, team building, collaboration, and objective facilitation skills
• Proven ability in stakeholder management
• Demonstrated ability to manage tasks and projects to required deadlines
• Excellent written and verbal communication skills
• Ability to research supplier management market trends.
• Candidate must have demonstrated and be prepared to exhibit initiative and ownership of project success
• Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion
• Self-motivated with the ability to exercise independent judgment with minimal direction from supervisor
• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments
• Excellent verbal, written, and presentation skills, demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally be able to speak to all levels including executives
• Solid understanding of process orientation, project management techniques, methodologies and best practices

#DTjobs

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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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