[Hiring] Senior Director Business Transformation ServiceNow @Connection

Role Description

The Sr. Director of Business Transformation for ServiceNow leads the enterprise-wide transformation of our Services organization through the strategic deployment of the ServiceNow platform. This role spearheads the redesign, modernization, and optimization of professional services, managed services, and solution-delivery workflows, driving measurable improvements in delivery excellence, profitability, customer satisfaction, and operational scale.

• Serves as the primary ServiceNow evangelist and change agent across the organization.
• Leads enterprise transformation of professional services, managed services, and solution-delivery workflows enabled by ServiceNow.
• Coordinates transformation with TSX business leaders leveraging our IT PMO to ensure alignment of our ConnectNow / ServiceNow strategy to our companies key IT initiatives.
• Leads enterprise-wide adoption of ServiceNow across delivery and services teams—ensuring tools are embraced and not bypassed.
• Drives and owns the standardization and improvement of end-to-end delivery processes, including:
  • Opportunity-to-intake
  • Scoping & approvals
  • Delivery execution & milestone management
  • Change management & escalations
  • Handoff to support/operations
  • Contract Governance and Compliance
• Owns and governs the ServiceNow roadmap for services workflows, ensuring design supports margin discipline, delivery predictability, and scalable multi-solution offerings.
• Partners with Business Analysts, ServiceNow Administrators, and Developers to produce.
• Conducts comprehensive business process analysis and workshops to identify inefficiencies, gaps, and automation opportunities.
• Aligns new operating models with business growth strategy and customer commitments in partnership with Services and Solutions leadership.
• Drives simplification, scalability, and modernization—challenging legacy models where necessary.
• Leverages capabilities across CSM, ITSM, SPM, and custom applications to enable:
  • Service intake & demand management
  • Delivery visibility and oversight
  • Issue, risk & dependency management
  • Cross-functional coordination
• Ensures alignment with enterprise architecture, platform governance, and best-practice frameworks from leading transformation organizations.

Qualifications

• Deep understanding of professional services, managed services, or hybrid delivery models.
• Demonstrated success leading enterprise-scale, cross-functional transformation initiatives.
• Experience partnering with Sales, Delivery, Finance, and Customer Success to improve execution.
• Strong executive communication skills and ability to align diverse stakeholders.
• Comfort challenging legacy models while balancing customer commitments and operational realities.
• Analytical, outcome-driven mindset with a bias for simplification and scale.
• Experience driving transformation in SaaS or digital-services environments.
• Familiarity with ServiceNow CSM/ITSM/SPM capabilities, delivery models, and data structures.
• Background in operational change, business architecture, or platform-enabled process redesign.

Requirements

• Minimum Salary: USD $154,000.00/Yr.
• Maximum Salary: USD $200,000.00/Yr.

Benefits

• Progressive and competitive compensation, 401k plans, and medical insurance.
• Support for emotional wellbeing, including free therapy visits, mental health coaching, and meditation resources.
• Generous paid time off package, including vacation, sick time, Wellness, and Volunteer Time Off days.