Senior Director, HR Operations (Strategy, Transformation & Enablement)

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

This is a high-impact executive role at the intersection of HR Operations strategy, transformation and

enablement. The Senior Director of HR Operations will architect the future of how ServiceNow delivers

HR services globally — driving toward an autonomous, AI-powered delivery model while elevating the

capabilities of our teams worldwide.

The Senior Director of HR Operations is a pivotal leader responsible for defining and executing the

long-term vision for how HR services are delivered across ServiceNow's global workforce. This

leader will own the end-to-end HR service delivery roadmap, drive operational excellence, lead

transformational initiatives that drive efficiency and experience, and spearhead the organization's

progression toward autonomous HR service delivery powered by AI and intelligent automation.

This is a builder, strategist, and change agent — someone who can think boldly about the future,

influence change, while rolling up their sleeves to make transformation real.

Global Strategy & Roadmap

• Drive and evolve the multi-year HR service delivery strategy and roadmap, aligning with the

enterprise strategy and key outcomes, business growth, workforce evolution, and technology

capabilities.

• Advance and scale the operating model and governance framework for global HR service

delivery, aligned to our long term vision

• Responsible for achieving SLAs, key outcomes and experience metrics that meet the gold

standard benchmark for service delivery

Transformation & Operational Excellence

• Lead the global HR Operational transformation that modernizes and drives an AI first HR

service delivery team and model — from process redesign and system optimization to

organizational redesign.

• Drive continuous improvement initiatives using data, employee feedback, and operational

insights to eliminate friction and improve outcomes.

• Champion the adoption of AI, intelligent automation, and self-service capabilities to reduce

manual effort and accelerate resolution.

• Build and mature HRSD governance structures, including change management, risk

management, and delivery accountability.

Autonomous HR Service Delivery

• Define and lead the roadmap toward autonomous HR service delivery — where AI agents,

predictive workflows, and machine learning resolve the majority of employee needs without

human intervention.

• Partner with HR Product team and IT to architect and scale ServiceNow HRSD capabilities

including EmployeeWorks, Virtual Agent, Now Assist for HR, and agentic workflows.

• Evaluate and prioritize AI-enabled use cases that reduce case volumes, increase deflection

rates, and enhance the employee experience.

• Position HR as ServiceNow’s Customer Zero by piloting, proving, and scaling emerging HR

technology and delivery models that showcase industry-leading innovation and set the

standard for the future of HR service delivery.

Team Enablement & Capability Building

• Lead the global HR service delivery organization through a capability transformation —

building the skills required to thrive in an AI-powered environment.

• Design and execute upskilling and reskilling programs that equip HR service delivery teams

with the tools, processes, and mindset to support autonomous delivery.

• Champion and own the HR Operations training strategy for continuous improvement,

equipping teams with structured methodologies, practical problem-solving tools, and data

insights to run daily operations with discipline, consistency, and measurable performance

improvement.

• Develop career pathways and competency frameworks for HR service delivery roles in a

transformed operating model.

• Foster a culture of operational excellence, continuous learning, and high-performance delivery

across global delivery centers.

Stakeholder Engagement & Influence