Sr. 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 the Expert Services organization, 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 solution delivery, nurturing deep customer relationships, and maximizing regional growth opportunities.

What You’ll Do

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 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.
• Collaborate across ServiceNow functions—Product, Sales, Customer Excellence Group, and Partners—to ensure smooth implementation and expansion of Technology Workflow solutions.
• 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, and technology leadership teams.
• Stay on top of industry and regional trends, identifying new opportunities to enhance and expand ServiceNow Technology Workflows adoption.
• Engage with Technology industry communities to represent ServiceNow and share best practices and insights.
• Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally.
• Mentor and guide ServiceNow technology workflow consultants and partner ecosystem resources.
• Lead strategic alignment with ServiceNow technology and implementation partners, supporting joint business goals.
• 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.

Qualifications

To be successful in this role you have:

• 15+ years of leadership experience in technology professional services, with a proven track record in IT service delivery, program management, or consulting at scale.
• Extensive consulting experience within global, enterprise-scale organizations, preferably with a focus on ITSM, ITOM, ITAM, Security Operations, Risk, or ServiceNow Technology Workflow solutions.
• Deep understanding of the IT workflow automation landscape, including ServiceNow, and familiarity with industry competitors and trends.
• Experience leading and mentoring large teams (75+ 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.
• ServiceNow certifications (e.g. CIS, ITSM, ITOM, or platform) highly desirable.
• Strong passion for technology and digital transformation, and its impact on enterprise business outcomes.
• Dedication to customer success and continuous improvement.
• Exceptional people leade