Senior 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 — Service Now 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.

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.

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 Service Now Technology Workflows footprint, ensuring world‑class delivery excellence, nurturing deep customer relationships, and maximizing customer value realization.

• 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, Dev Ops, 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 Service Now 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 Service Now technology and implementation partners, supporting joint business goals and ecosystem growth.
• Mentor and guide Service Now technology workflow consultants and partner ecosystem resources.
• Engage with Technology industry communities to represent Service Now and share best practices and insights.

• 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 Service Now Technology Workflow solutions.
• Deep understanding of the IT workflow automation landscape, including Service Now platform…