Senior Director, HR Operations (Strategy, Transformation & Enablement)

This is a high-impact executive role at the intersection of HR Operations strategy transformation and

enablement. The Senior Director of HR Operations will architect the future of how ServiceNow delivers

HR services globally driving toward an autonomous AI-powered delivery model while elevating the

capabilities of our teams worldwide.

The Senior Director of HR Operations is a pivotal leader responsible for defining and executing the

long-term vision for how HR services are delivered across ServiceNows global workforce. This

leader will own the end-to-end HR service delivery roadmap drive operational excellence lead

transformational initiatives that drive efficiency and experience and spearhead the organizations

progression toward autonomous HR service delivery powered by AI and intelligent automation.

This is a builder strategist and change agent someone who can think boldly about the future

influence change while rolling up their sleeves to make transformation real.

Global Strategy & Roadmap

Drive and evolve the multi-year HR service delivery strategy and roadmap aligning with the

enterprise strategy and key outcomes business growth workforce evolution and technology

capabilities.

Advance and scale the operating model and governance framework for global HR service

delivery aligned to our long term vision

Responsible for achieving SLAs key outcomes and experience metrics that meet the gold

standard benchmark for service delivery

Transformation & Operational Excellence

Lead the global HR Operational transformation that modernizes and drives an AI first HR

service delivery team and model from process redesign and system optimization to

organizational redesign.

Drive continuous improvement initiatives using data employee feedback and operational

insights to eliminate friction and improve outcomes.

Champion the adoption of AI intelligent automation and self-service capabilities to reduce

manual effort and accelerate resolution.

Build and mature HRSD governance structures including change management risk

management and delivery accountability.

Autonomous HR Service Delivery

Define and lead the roadmap toward autonomous HR service delivery where AI agents

predictive workflows and machine learning resolve the majority of employee needs without

human intervention.

Partner with HR Product team and IT to architect and scale ServiceNow HRSD capabilities

including EmployeeWorks Virtual Agent Now Assist for HR and agentic workflows.

Evaluate and prioritize AI-enabled use cases that reduce case volumes increase deflection

rates and enhance the employee experience.

Position HR as ServiceNows Customer Zero by piloting proving and scaling emerging HR

technology and delivery models that showcase industry-leading innovation and set the

standard for the future of HR service delivery.

Team Enablement & Capability Building

Lead the global HR service delivery organization through a capability transformation

building the skills required to thrive in an AI-powered environment.

Design and execute upskilling and reskilling programs that equip HR service delivery teams

with the tools processes and mindset to support autonomous delivery.

Champion and own the HR Operations training strategy for continuous improvement

equipping teams with structured methodologies practical problem-solving tools and data

insights to run daily operations with discipline consistency and measurable performance

improvement.

Develop career pathways and competency frameworks for HR service delivery roles in a

transformed operating model.

Foster a culture of operational excellence continuous learning and high-performance delivery

across global delivery centers.

Stakeholder Engagement & Influence

Serve as the executive voice for HR service delivery strategy with global HR leaders C-suite

stakeholders and external partners.

Build trusted relationships across HR IT Legal Finance and business leadership to drive

alignment and sustain transformation momentum.

Represent HR service delivery in enterprise-wide technology and workforce transformation forums

Qualifications :

Required Experience:

Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry. 

12 years of progressive HR operations HR shared services or HR service delivery

experience with at least 5 years in a global senior leadership role.

Demonstrated track record of leading large-scale HR transformation programs including

operating model design process reengineering and technology-enabled delivery.

Deep expertise in HR service delivery models including tiered service delivery centers of

excellence and shared services.

Experience applying continuous improvement methodologies and tools including Lean Six

Sigma root cause analysis process mapping and performance management routines to

manage HR Operations improve service quality reduce waste and drive measurable

operational outcomes.

Proven ability to define and execute long-term strategy while managing complex cross-

functional execution in a high-growth fast paced global environment.

Experience building and leading high-performing global teams through periods of significant

change.

Strong executive presence with the ability to influence and align diverse stakeholders across

cultures geographies and functions.

Preferred Experience:

Hands-on experience with ServiceNow HR Service Delivery (HRSD) including platform

configuration workflow design Virtual Agent and Now Assist for HR.

Experience building AI-augmented or autonomous HR delivery capabilities including intelligent

triage agentic automation and self-service deflection strategies.

Background in organizational upskilling and workforce capability transformation including

developing learning pathways for HR operations teams.

Familiarity with HR technology ecosystems including Workday SailPoint payroll platforms

and case management tools.

Experience in fast-paced high-growth technology companies or companies undergoing

significant business transformation.

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 :

No

Employment Type :

Full-time