Senior Director, Core Business Workflow Services

About the Position

ServiceNow is hiring a remote Senior Director, Core Business Workflow Services to lead services delivery execution for all Core Business Workflow customers across the US and Canada.

Responsibilities

• 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.
  • 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.
  • Develop and execute a comprehensive business plan for Core Business Workflows in the Americas.
  • Lead regional sales strategies, drive portfolio performance, and achieve or exceed services revenue targets.
  • 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.
  • Build and maintain strong executive relationships with key customer stakeholders.
  • Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally.
  • Engage with senior customer leaders to shape digital transformation roadmaps.
  • 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.
  • Lead strategic alignment with ServiceNow technology and implementation partners.
  • Mentor and guide ServiceNow Core Business Workflow consultants and partner ecosystem resources.
  • Engage with business and industry communities to represent ServiceNow.

Requirements

• 15+ years of leadership experience in Enterprise Business Process Consulting, Customer Success, and Services.
• Extensive consulting experience within global, enterprise-scale organizations.
• Deep understanding of the business process automation landscape.
• Experience leading and mentoring large teams (50+ members).
• Demonstrated expertise in developing and scaling service capabilities and portfolios.

We Offer

• Base pay of $228,900 - $412,000, plus equity (when applicable), variable/incentive compensation and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.

About the Company

ServiceNow is a leading digital workflow company that helps the world's enterprises manage digital core. Our platform enables businesses to automate, manage, and transform their core operations, driving efficiency and innovation across their organizations.