Senior Director, Technology Workflows Services (Americas Leader)

ServiceNow•Santa Clara, CA

13d

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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.
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.
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.