Senior Director, Core Business Workflow Services Americas

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 portfoliospanning 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 and 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. Youll 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 Youll 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 driving adoption of intelligent tools that enhance consultant productivity accelerate time-to-value and optimize delivery outcomes. 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 working with PACE and the AI SWAT team to ensure enterprise-wide impact and value realization.
• Develop and execute a comprehensive business plan for Core Business Workflows (including Employee WorkflowsHRSD Workspace Service Delivery Health & Safety Employee Center; Finance & Supply ChainSource-to-Pay and Finance Operations; Legal Service Delivery; Contract Management Pro; and AI-enhanced capabilities across all solutions) in the Americas focusing on market expansion differentiation and customer success.
• Lead regional sales strategies drive portfolio performance and achieve or exceed services revenue targets for the Core Business Workflow suite.
• 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 fostering a high-performance and customer-centric culture.
• Build and maintain strong executive relationships with key customer stakeholders including CFOs CHROs Chief Legal Officers COOs and business transformation leaders.
• Champion high-quality delivery and customer satisfaction leading continuous improvement initiatives globally and locally. Establish and manage delivery quality standards spanning sales support through hyper-care including oversight of both internal resources and delivery partners to ensure consistent world-class customer outcomes.
• Engage with senior customer leaders to shape digital transformation roadmaps optimize business processes and drive successful business outcomes.
• 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 to ensure seamless implementation and expansion of Core Business Workflow solutions.
• Lead strategic alignment with ServiceNow technology and implementation partners supporting joint business goals and ecosystem growth.
• Mentor and guide ServiceNow Core Business Workflow consultants and partner ecosystem resources.
• Engage with business and industry communities to represent ServiceNow and share best practices and insights.

Qualifications :

Core Experience & Expertise

• 15 years of leadership experience in Enterprise Business Process Consulting Customer Success and Services with a proven track record delivering solutions across Human Resources Procurement Facilities Management Finance Legal and related business process domains at scale.
• Extensive consulting experience within global enterprise-scale organizations with focus on HR Service Delivery Workspace Service Delivery Health & Safety Finance & Supply Chain (Source-to-Pay Finance Operations) Legal Operations Contract Management or related ServiceNow Core Business Workflow solutions.
• Deep understanding of the business process automation landscape including ServiceNow platform capabilities and familiarity with industry competitors and trends.
• Experience leading and mentoring large teams (50 members) across cross-functional projects and services portfolios.
• Demonstrated expertise in developing and scaling service capabilities and portfolios particularly in cloud-based and SaaS business process solutions.

Executive Engagement & Leadership

• Proven ability to consult influence and establish credibility with executive-level stakeholders including CFOs CHROs Chief Legal Officers COOs and other business leaders.
• Exceptional people leadership skills including coaching mentoring and talent development.
• Ability to lead and inspire teamseven those not in a direct reporting linetoward common goals and outcomes.
• Dedication to customer success and continuous improvement.

Technical & ServiceNow Knowledge

• Extensive experience delivering customer success and services across HR Service Delivery Workspace Service Delivery Health & Safety Source-to-Pay Finance Operations Legal Service Delivery and Contract Management solutions with deep understanding of operational challenges business priorities and digital transformation drivers across these business domains.
• ServiceNow experience and certifications (e.g. HR Service Delivery Financial Automation Legal Services or platform certifications) are highly desirable.
• Strong passion for technology and digital transformation and its impact on enterprise business outcomes and operational efficiency.

Collaboration & Communication

• Experience leading collaboration with cross-functional teams across Product Marketing Training Sales Sales Enablement and external partner organizations.
• Ability to communicate complex business process solutions clearly to diverse audiences both technical and non-technical including business executives.
• Outstanding organizational time management and communication skills (written verbal and presentation).

JV20

For positions in this location we offer a base pay of $228900 - $412000 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by 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 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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Remote Work :

Yes

Employment Type :

Full-time