Senior Director, Core Business Workflow Services Americas

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. 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 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. 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 busines