Senior Director, HR Operations (Strategy, Transformation & Enablement)

About the role

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. 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• Serve as the executive voice for HR service delivery strategy with global HR leaders, C-suite stakeholders, and external partners.
• Represent HR service delivery in enterprise-wide technology and workforce transformation forums.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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.