Senior Director, Core Business Workflow Services Americas

The Team As part of Delivery Excellence, our Core Business Workflow Services team empowers enterprises to accelerate digital transformation across their most critical business processes. We partner closely with customers to drive adoption, consumption, satisfaction, and demonstrable business value through the Core Business Workflow product portfolio—spanning Employee Workflows (HR Service Delivery, Workspace Service Delivery, Health & Safety, Employee Center), Finance & Supply Chain (Source-to-Pay, Finance Operations), Legal Service Delivery, Contract Management Pro, and AI capabilities embedded across all solutions. The Role As Senior Director, Core Business Workflow Services (Americas Leader), you will lead services delivery execution for all Core Business Workflow customers across the US and Canada. You'll be instrumental in expanding the ServiceNow Core Business Workflow 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. Work with Product Excellence (PEx) to drive global standards on best practice development and adoption and new product introduction (NPI). Provide active leadership in driving AI solution adoption and consumption within Core Business Workflows, working with PACE and the AI SWAT team to ensure enterprise-wide impact and value realization. Develop and execute a comprehensive business plan for Core Business Workflows (including Employee Workflows—HRSD, Workspace Service Delivery, Health & Safety, Employee Center; Finance & Supply Chain—Source-to-Pay and Finance Operations; Legal Service Delivery; Contract Management Pro; and AI-enhanced capabilities across all solutions) 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 Core Business Workflow suite. Stay on top of industry and regional trends, identifying new opportunities to enhance and expand ServiceNow Core Business Workflow adoption. Customer Success & Delivery Excellence Provide active, visible leadership to a team of business workflow professionals, fostering a high-performance and customer-centric culture. Build and maintain strong executive relationships with key customer stakeholders, including CFOs, CHROs, Chief Legal Officers, COOs, and business transformation leaders. Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally. Establish and manage delivery quality standards spanning sales support through hyper-care, including oversight of both internal resources and delivery partners to ensure consistent, world-class customer outcomes. Engage with senior customer leaders to shape digital transformation roadmaps, optimize business processes, 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 Core Business Workflow solutions. Lead strategic alignment with ServiceNow technology and implementation partners, supporting joint business goals and ecosystem growth. Mentor and guide ServiceNow Core Business Workflow consultants and partner ecosystem resources. Engage with business and industry communities t