Sr Manager, Legal Operations

Company Description
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.
Job Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
This role reports to the Senior Director of Legal Operations and is an integral role within the Legal team focused on developing and adopting ServiceNow's Legal Service Delivery tool across the Legal Department. Championing the Product Mindset along with robust project and change management skills, the Senior Manager, Legal Operations will oversee and optimize legal processes and systems to enhance efficiency, cost-effectiveness, and performance while collaborating closely with the Legal team, senior stakeholders, and cross-functional departments to ensure efficient execution of our workflow development and adoption strategy. Acting as a player-coach, the Senior Manager, Legal Operations will be leading initiatives and managing and mentoring a team of three Legal Operations Business Process Managers, who are focused on digital transformation, implementation, and change management initiatives.
What you get to do in this role:
Ensure that our Legal Service Delivery tool is the foundation of how we transform the way we work in Legal, lead strategic initiatives, and coach and mentor a team of Legal Business Process Managers. You will do this by:
• Leading the end-to-end lifecycle of Legal Service Delivery workflow development and adoption across the Legal department, from requirements gathering and testing to "Go-live" change management and future enhancements including, but not limited to, defining use cases, gathering business requirements, documenting current-state and future-state processes, conducting gap analyses and coordinating and participating in testing activities
• Mentoring and managing a team of Business Process Managers, who are responsible for creating Legal Service Delivery workflows for our Practice Groups and impacted stakeholders focusing on execution as well as project and change management skill development
• Developing project management plans, change management plans, training documentation, and communications for initiative go-live events that drive stakeholder alignment and adoption
• Driving business value performance management including defining, tracking, and reporting on OKRs and uncovering areas to drive performance improvements and accelerate execution
• Leading prioritization efforts on feature and workflow development as well as requirements-gathering efforts to meet department and organizational goals
• Supporting Change Management activities, including enablement strategy development, creation of enablement materials, and delivering training
Qualifications
To be successful in this role, we need someone who has the following:
• 12+ years of experience with Legal Operations or Legal Project Management or a similar role with a focus on digital transformation, program, and change management
• 8+ years coaching, mentoring, and managing a team focused on digital transformation and technology implementation using well-defined project management and agile approaches
• 4+ years of experience building, launching, and maintaining legal technology and/or contract lifecycle management systems for departmental or Enterprise-wide usage
• A strong execution focus with the ability to hold oneself and the team accountable for outcomes and goals
• Advanced project management skills with the ability to gather potential impact, create use cases, manage risks and resources, and develop and grow those skills across their team
• A growth mindset supported by exceptional self-starter skills with the ability to thrive and multi-task in fast-paced ambiguous environments
• The ability to influence at all levels across the organization to achieve and maintain alignment while delivering product and customer outcomes
• Articulating and achieving the success of initiatives by setting and achieving Objectives and Key Results (OKRs) that align with enterprise, departmental, and practice group strategic goals
• Sharp analytical and problem-solving skills, including the ability to assess the business and technology landscape for potential challenges and opportunities
• Significant experience developing and implementing change management plans for driving successful adoption including evaluating change impacts, business readiness to reduce potential adoption risk, and developing risk mitigation plans
• Creating communication drafts, training materials and conducting training enablement sessions as part of change management activities including communicating deliverables, milestones, risks, and dependencies to stakeholders and leaders
• Embracing and encouraging culturally diverse corporate and team culture that enables team members to build skills and develop their careers
• Outstanding verbal and written communication skills with a customer-centric attitude
• Creating a positive and safe work environment where team members can do their best work and live their best lives and are excited and motivated to contribute to enterprise and departmental goals
• Pride in their work's integrity, quality, timeliness, and accuracy
• Strong knowledge of Product Mindset, Agile principles, and working in a Scaled Agile (SAFe) implementation
• PMP certification is preferred
• Excellent collaboration skills: teamwork makes the dream work!
We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and enthusiasm will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers and legal professionals in the business!
For positions in the Bay Area, we offer a base pay of $143,300 - $250,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
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!
Additional Information
Work Personas
We lead with flexibility and trust in our distributed world of work. 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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