Service Management & Operational Performance Manager, NA (ServiceNow)

Location: Denver, Colorado; Ashburn, Virginia; or New Albany, Ohio. Hybrid schedule with 3 days on site and 2 flexible days. Travel is expected to be less than 5%.

Salary: $150,000–$160,000 base plus bonus. The range is based on Colorado market data and may vary by location.

Company

hirify.global develops and operates data center infrastructure for hyperscalers, cloud providers, and large enterprises across North America, EMEA, and Asia Pacific.

What you will do

• Implement and maintain operational analytics, reporting solutions, dashboards, and project plans for Critical Facility Operations and Business Operations.
• Apply KPI frameworks, metric definitions, reporting methodologies, and performance measures across the North American portfolio.
• Analyze operational, availability, and service-management data to identify trends, risks, opportunities, and corrective actions.
• Maintain reporting and analytics practices for ServiceNow workflows, including Incident, Change, Problem, and Field Service management.
• Lead cross-functional projects with Site Operations, Business Operations, Reliability Engineering, Service Management, analysts, and senior leaders.
• Translate operational challenges into data-driven recommendations that improve efficiency, compliance, data quality, and business outcomes.

Requirements

• Bachelor’s degree in Data Analytics, Computer Science, Information Technology, Business Information Systems, Engineering, or a related field.
• At least 5 years of experience in data center operations, critical operations, service management, or similar environments, plus at least 5 years in business intelligence, analytics, reporting, or business analysis.
• Advanced understanding of ITIL practices, including Incident, Change, Problem, Event, and Service Management processes.
• Strong experience with KPI development, operational performance reporting, data modeling, data validation, data quality, and business process improvement.
• Proficiency with Power BI, Tableau, or comparable enterprise analytics platforms, with the ability to author code and automate reporting solutions.
• Ability to work independently, manage competing priorities, lead complex projects, and present insights to senior leaders.

Nice to have

• Experience with ServiceNow or equivalent SaaS workflow platforms.
• Experience with Python, SQL, DAX, or related technologies.
• Experience using AI-enabled productivity tools and AI solutions to improve analytical outcomes.

Culture & Benefits

• Flexible hybrid work policy with scheduled on-site collaboration.
• Medical, dental, vision, life, disability, paid time off, and employee assistance benefits.
• 401(k) program with company match and additional voluntary benefits.
• Training, development, recognition, and an above-market total compensation package.
• Work culture focused on collaboration, respect, accountability, and continuous improvement.