Senior Director, Customer & Employee Workflows (CSM & EWF)

Ondaro (US)

About The Position

At Ondaro, you will collaborate with talented designers, engineers, technologists, and industry thought leaders focused on solving business challenges that hinder organizational change and progress. The company balances culture and business, aiming to improve employees' lives daily through iteration and innovation.

Requirements

12+ years of experience in enterprise service management, CRM, HRSD, or workflow platforms (e.g., ServiceNow).
5+ years in leadership roles managing practices, portfolios, or large delivery organizations.
Proven experience in presales, including solutioning, deal shaping, and executive presentations.
Demonstrated ability to create offerings and bring them to market successfully.
Strong understanding of Customer Workflows (CSM) and Employee Workflows (HRSD/EWF) capabilities and trends.
Experience driving large-scale digital transformation programs.
Excellent executive communication and stakeholder management skills.

Responsibilities

Provide expertise on technical capabilities related to development of ServiceNow.
Define and execute the vision, strategy, and growth plan for CSM and EWF practices.
Establish scalable delivery models, standards, and governance aligned to enterprise platform best practices.
Own practice performance including revenue, utilization, margin, and customer satisfaction.
Build and mentor a high-performing team across consulting, architecture, and delivery roles.
Create and evolve repeatable service offerings, accelerators, and industry-specific solutions.
Drive adoption of out-of-the-box capabilities while minimizing unnecessary customization.
Partner with cross-functional teams to align offerings with broader platform capabilities (ITSM, ITOM, AI, etc.).
Ensure offerings are packaged for scalability, clear value articulation, and efficient delivery.
Serve as a senior leader in presales cycles, shaping deals, solutioning, and executive-level client conversations.
Partner with Sales and Solution Consulting to drive pipeline growth and increase win rates.
Provide oversight on estimates, SOWs, and solution approaches to ensure quality and profitability.
Act as an executive sponsor for key strategic deals and client relationships.
Establish a strong external presence through webinars, events, and industry content.
Develop and promote perspectives on customer and employee experience, platform governance, and workflow transformation.
Contribute to marketing initiatives, campaigns, and strategic messaging.
Position the organization as a trusted advisor in CSM and EWF transformation.
Ensure consistent, high-quality delivery aligned to defined methodologies and best practices.
Champion governance models that balance standardization with business flexibility.
Monitor delivery health, mitigate risks, and drive continuous improvement across engagements.