Senior Director, Technology Workflows Services (Americas Leader)

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The Team

As part of Delivery Excellence, our Technology Workflows team empowers enterprises to accelerate their digital transformation. We partner closely with customers to drive adoption, consumption, satisfaction, and demonstrable business value through the Technology Workflows product portfolio.

The Role

As Senior Director, Technology Workflows Services (Americas Leader), you will lead services delivery execution for all Technology Workflows customers across the US and Canada. You'll be instrumental in expanding the ServiceNow Technology Workflows 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.

Develop and execute a comprehensive business plan for Technology Workflows (including IT Service Management, IT Operations Management, IT Asset Management, DevOps, Security Operations, Risk & Compliance, and related platform capabilities) 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 Technology Workflows suite.

Stay on top of industry and regional trends, identifying new opportunities to enhance and expand ServiceNow Technology Workflows adoption.

Customer Success & Delivery Excellence

Provide active, visible leadership to a team of workflow professionals, fostering a high-performance and customer-centric culture.

Build and maintain strong executive relationships with key customer stakeholders, including CIOs, CTOs, CISOs, and technology leadership teams.

Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally.

Engage with senior customer leaders to shape technology transformation roadmaps 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 Technology Workflow solutions.

Lead strategic alignment with ServiceNow technology and implementation partners, supporting joint business goals and ecosystem growth.

Mentor and guide ServiceNow technology workflow consultants and partner ecosystem resources.

Engage with Technology industry communities to represent ServiceNow and share best practices and insights.

Qualifications

To be successful in this role you have :

Core Experience & Expertise

15+ years of leadership experience in Enterprise Technology Customer Success and Services, with a proven track record in IT and Security service delivery, program management, and consulting at scale.

Extensive consulting experience within global, enterprise-scale organizations, with focus on ITSM, ITOM, ITAM, Security Operations, Risk, or ServiceNow Technology Workflow solutions.

Deep understanding of the IT workflow automation landscape, including ServiceNow platform capabilities, and familiarity with industry competitors and trends.

Experience leading and mentoring large teams (100+ members) across cross-functional projects and services portfolios.

Demonstrated expertise in developing and scaling service capabilities and portfolios, particularly in cloud-based and SaaS technology workflows.

Executive Engagement & Leadership

Proven ability to consult, influence, and establish credibility with executive-level stakeholders, including CIOs, CTOs, CISOs, and other technology 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 to IT and Security personas, with deep understanding of their operational challenges, business priorities, and technology transformation drivers.

ServiceNow experience and certifications (e.g., CIS, ITSM, ITOM, Security Operations, or platform certifications) are highly desirable.

Strong passion for technology and digital transformation, and its impact on enterprise business outcomes.

Collaboration & Communication

Experience leading collaboration with cross-functional teams across Product, Marketing, Training, Sales, Sales Enablement, and external partner organizations.

Ability to communicate complex technical solutions clearly to diverse audiences, both technical and non-technical.

Outstanding organizational, time management, and communication skills (written, verbal, and presentation).

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. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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