[Hiring] Senior Director, Core Business Workflow Services @ServiceNow

Role Description

The Team

As part of Delivery Excellence, our Core Business Workflow Services team empowers enterprises to accelerate digital transformation across their most critical business processes. We partner closely with customers to drive adoption, consumption, satisfaction, and demonstrable business value through the Core Business Workflow product portfolio—spanning:

• Employee Workflows (HR Service Delivery, Workspace Service Delivery, Health & Safety, Employee Center)
• Finance & Supply Chain (Source-to-Pay, Finance Operations)
• Legal Service Delivery
• Contract Management Pro
• AI capabilities embedded across all solutions

The Role

As Senior Director, Core Business Workflow Services (Americas Leader), you will lead services delivery execution for all Core Business Workflow customers across the US and Canada. You'll be instrumental in expanding the ServiceNow Core Business Workflow footprint, ensuring world-class delivery excellence, nurturing deep customer relationships, and maximizing customer value realization.

What You'll Do

• Strategic Leadership & AI Innovation
  • Partner with the Acceleration & Modernization (A&M) team to actively lead programmatic rollout of AI-powered delivery solutions and automation capabilities.
  • Work with Product Excellence (PEx) to drive global standards on best practice development and adoption and new product introduction (NPI).
  • Provide active leadership in driving AI solution adoption and consumption within Core Business Workflows.
  • Develop and execute a comprehensive business plan for Core Business Workflows in the Americas.
  • Lead regional sales strategies, drive portfolio performance, and achieve or exceed services revenue targets.
  • Stay on top of industry and regional trends, identifying new opportunities to enhance and expand ServiceNow Core Business Workflow adoption.
• Customer Success & Delivery Excellence
  • Provide active, visible leadership to a team of business workflow professionals.
  • Build and maintain strong executive relationships with key customer stakeholders.
  • Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally.
  • Engage with senior customer leaders to shape digital transformation roadmaps.
  • Monitor key delivery metrics, using insights to improve operational efficiency and service excellence.
  • Travel up to 50% annually based on business and customer needs.
• Cross-Functional Collaboration & Ecosystem Leadership
  • Lead collaboration with cross-functional teams across Product, Sales, Customer Excellence Group (CEG), Marketing, Training, Sales Enablement, and Partner organizations.
  • Lead strategic alignment with ServiceNow technology and implementation partners.
  • Mentor and guide ServiceNow Core Business Workflow consultants and partner ecosystem resources.
  • Engage with business and industry communities to represent ServiceNow.

Qualifications

• 15+ years of leadership experience in Enterprise Business Process Consulting, Customer Success, and Services.
• Extensive consulting experience within global, enterprise-scale organizations.
• Deep understanding of the business process automation landscape.
• Experience leading and mentoring large teams (50+ members).
• Demonstrated expertise in developing and scaling service capabilities and portfolios.

Requirements

• Proven ability to consult, influence, and establish credibility with executive-level stakeholders.
• Exceptional people leadership skills, including coaching, mentoring, and talent development.
• Ability to lead and inspire teams toward common goals and outcomes.
• Dedication to customer success and continuous improvement.

Benefits

• Base pay of $228,900 - $412,000, plus equity (when applicable), variable/incentive compensation and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.