Job DescriptionThe 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, 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. 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, 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 Workflows-HRSD, Workspace Service Delivery, Health & Safety, Employee Center; Finance & Supply Chain-Source-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.
QualificationsCore 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 teams-even those not in a direct reporting line-toward 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
$228,900 - $412,000, 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 InformationWork PersonasWe 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.
JV20
