Global Resource And Performance Manager (Guadalajara)

About the Role: We're seeking a dynamic, precise General Resource and Performance Manager to join our Global Delivery organization. This role will own resource allocation, capacity planning, and operational efficiency across a globally distributed team of ServiceNow professionals – ensuring the right talent is deployed to the right engagements at the right time across US, Mexico, Costa Rica and Spain. This role bridges project management, team utilization, and strategic operations within ServiceNow implementations. The General Resource Manager is responsible for the strategic allocation, capacity forecasting, and utilization tracking of a specialized pool of ServiceNow technical and functional talent (including Architects, Developers, Business Analysts, and Project Managers). This role will work closely with the Practice Leaders, Project Managers, and the Center of Excellence (COE), ensuring that the right skills are deployed to the right initiatives at the right time, balancing delivery velocity, employee burnout, and financial metrics. This role provides visibility into key metrics that align with operational and business objectives, identifies trends, and enables data‑driven decision‑making.

Resource Allocation & Demand Management

• Staffing Execution: Review, validate, and fulfill resource requisitions for pipeline opportunities and active engagements.
• Skill‑to‑Task Matching: Evaluate complex project requirements against the skills inventory, matching technical proficiencies to project demands.
• Conflict Resolution: Proactively resolve staffing constraints, over‑utilization, and competing priorities between parallel projects or operational support tasks.

Capacity Planning & Financial Optimization

• Utilization Tracking: Monitor, analyze, and report on delivery resource utilization against corporate targets (such as billable utilization in professional services or project‑vs‑operational balance in enterprise teams).
• Forecasting & Predictive Analytics: Leverage historical data, pipeline health, and delivery timelines to forecast resource demand days in advance, highlighting impending hiring or sub‑contracting needs.
• Partner & Vendor Ecosystem: Partner with Recruitment Manager to maintain relationships with external ServiceNow delivery partners or specialized contractors to supplement internal capacity during peak demands while maintaining target margins.

Talent Management & Skills Inventory

• Skills Assessment: Partner with People Operations team to own and maintain an accurate, up‑to‑date registry of internal team certifications, micro‑certifications, resumes, and hands‑on domain experience across a global team.
• Professional Development Alignment: Collaborate with People Operations, Practice Leaders, and CoE leadership to map resource gaps to training pathways, identifying areas where the team needs upskilling and emerging ServiceNow offerings and AI capabilities (e.g., specific ServiceNow product lines or advanced AI capabilities).

Global Influence & Stakeholder Leadership

Navigate a matrixed, multi‑region organization – working across cultures, time zones, and organizational levels with credibility and adaptability. Influence and negotiate resource decisions with senior Practice Leaders, regional delivery leads, and executive stakeholders who have competing priorities and real stakes. Drive alignment without always having direct authority, leveraging data, relationships, and business acumen to move decisions forward.

Platform & Process Governance

• PSA: Manage and optimize the internal ServiceNow PSA to track assignments, schedules, and time sheet portals.
• Data Integrity: Ensure high compliance regarding timecard entry, approval workflows, and planned‑vs‑actual effort reconciliation.

Required Skills & Abilities

• Exceptional interpersonal skills to negotiate resource allocations with defensive project managers and senior stakeholders in a fast‑paced environment.
• Relationship Builder, skilled in managing both relationships and stakeholders with empathy, adaptability, and strong listening skills.
• Business Acumen, understanding priorities, industry dynamics, and aligning tasks with overarching business goals.
• Adaptability: Proven ability to manage fluid, shifting priorities under tight deadlines without dropping data precision.

Education and Experience

6+ years of Professional Services Consulting experience. Highly analytical with decisive making skills. Attention to detail and ability to multi‑task is vital. 3–5+ years of dedicated experience in resource management, workforce planning, or talent deployment within a technology consulting firm, SaaS provider, or enterprise IT environment. Clear understanding of the roles within the ServiceNow ecosystem and general familiarity with ITIL/Agile frameworks. Proven ability to influence and negotiate with senior leaders across a global organization. Experience working across multi‑country, multicultural teams with varying delivery models.