Senior Director, Core Business Workflow Services Americas

About the role

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.

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, 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.

Qualifications

• 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 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).

Pay

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.