Job Description

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 ServiceNow's 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 organization's

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 ServiceNow's 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 AI's 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.