Sr Director Business Transformation ServiceNow

Connection•Concord, NH

About The Position

The Sr. Director of Business Transformation for ServiceNow leads the enterprise‑wide transformation of our Services organization through the strategic deployment of the ServiceNow platform. This role spearheads the redesign, modernization, and optimization of professional services, managed services, and solution‑delivery workflows, driving measurable improvements in delivery excellence, profitability, customer satisfaction, and operational scale.

Requirements

Deep understanding of professional services, managed services, or hybrid delivery models.
Demonstrated success leading enterprise‑scale, cross‑functional transformation initiatives.
Experience partnering with Sales, Delivery, Finance, and Customer Success to improve execution.
Strong executive communication skills and ability to align diverse stakeholders.
Comfort challenging legacy models while balancing customer commitments and operational realities.
Analytical, outcome‑driven mindset with a bias for simplification and scale
Experience driving transformation in SaaS or digital‑services environments.
Familiarity with ServiceNow CSM/ITSM/SPM capabilities, delivery models, and data structures.
Background in operational change, business architecture, or platform‑enabled process redesign.

Responsibilities

Serves as the primary ServiceNow evangelist and change agent across the organization.
Leads enterprise transformation of professional services, managed services, and solution‑delivery workflows enabled by ServiceNow.
Coordinates transformation with TSX business leaders leveraging our IT PMO to ensure alignment of our ConnectNow / ServiceNow strategy to our companies key IT initiatives.
Leads enterprise‑wide adoption of ServiceNow across delivery and services teams—ensuring tools are embraced and not bypassed.
Serves as the primary ServiceNow evangelist and change agent across the organization.
Drives and owns the standardization and improvement of end‑to‑end delivery processes, including:
Opportunity‑to‑intake
Scoping & approvals
Delivery execution & milestone management
Change management & escalations
Handoff to support/operations
Contract Governance and Compliance
Owns and governs the ServiceNow roadmap for services workflows, ensuring design supports margin discipline, delivery predictability, and scalable multi‑solution offerings.
Partners with Business Analysts, ServiceNow Administrators, and Developers to produce
Conducts comprehensive business process analysis and workshops to identify inefficiencies, gaps, and automation opportunities
Aligns new operating models with business growth strategy and customer commitments in partnership with Services and Solutions leadership.
Drives simplification, scalability, and modernization—challenging legacy models where necessary.
Leverages capabilities across CSM, ITSM, SPM, and custom applications to enable:
Service intake & demand management
Delivery visibility and oversight
Issue, risk & dependency management
Cross‑functional coordination
Ensures alignment with enterprise architecture, platform governance, and best‑practice frameworks from leading transformation organizations

Benefits

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits.
We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.
Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.
We value the importance of our employees’ emotional wellbeing.
To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.
You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

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