Full-Time
Senior Director
HR Operations, Strategy, Transformation & Enablement
ServiceNow
10,001+ employees
Cloud-based digital workflow and automation platform
No salary listed
West Palm Beach, FL, USA
Hybrid
Hybrid role based in West Palm Beach, FL; periodic on-site required.
 People & HR |
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- 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.
- 12+ years of progressive HR operations, HR shared services, or HR service delivery experience, with at least 5 years in a global senior leadership role.
- Demonstrated track record of leading large-scale HR transformation programs — including operating model design, process reengineering, and technology-enabled delivery.
- Deep expertise in HR service delivery models, including tiered service delivery, centers of excellence, and shared services.
- Experience applying continuous improvement methodologies and tools, including Lean, Six Sigma, root cause analysis, process mapping, and performance management routines, to manage HR Operations, improve service quality, reduce waste, and drive measurable operational outcomes.
- Proven ability to define and execute long-term strategy while managing complex, cross- functional execution in a high-growth, fast paced global environment.
- Experience building and leading high-performing global teams through periods of significant change.
- Strong executive presence with the ability to influence and align diverse stakeholders across cultures, geographies, and functions.
- 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
- 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.
- 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.
- 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.
- Serve as the executive voice for HR service delivery strategy with global HR leaders, C-suite stakeholders, and external partners.
- Build trusted relationships across HR, IT, Legal, Finance, and business leadership to drive alignment and sustain transformation momentum.
- Represent HR service delivery in enterprise-wide technology and workforce transformation forums
- Hands-on experience with ServiceNow HR Service Delivery (HRSD) — including platform configuration, workflow design, Virtual Agent, and Now Assist for HR.
- Experience building AI-augmented or autonomous HR delivery capabilities, including intelligent triage, agentic automation, and self-service deflection strategies.
- Background in organizational upskilling and workforce capability transformation, including developing learning pathways for HR operations teams.
- Familiarity with HR technology ecosystems including Workday, SailPoint, payroll platforms, and case management tools.
- Experience in fast-paced, high-growth technology companies or companies undergoing significant business transformation.
ServiceNow provides a cloud-based digital workflow platform that helps large organizations automate and streamline operations across IT, customer service, HR, security, and other business areas. Its Now Platform hosts a suite of applications via a SaaS model, where customers subscribe to access, update, and receive support and optional consulting services. The platform works by offering configurable workflows and automation across multiple business processes, enabling integration with existing systems and data, with regular updates delivered as part of the subscription. This approach differentiates ServiceNow from competitors through its enterprise-grade, cross-domain workflow platform, strong integration capabilities, and emphasis on a unified experience across IT and business operations. The company’s goal is to help customers modernize operations, reduce costs, and improve service delivery and experiences for employees and customers through automated digital workflows.
Company Size
10,001+
Company Stage
IPO
Headquarters
Santa Clara, California
Founded
2004
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Simplify's Take
What believers are saying
- Q2 2026 revenue reached $3.99 billion, up 24%, and subscription growth accelerated.
- ServiceNow raised 2026 subscription revenue guidance after beating estimates across topline and profitability.
- Accenture, Microsoft, Nvidia, and Anthropic partnerships deepen distribution and enterprise AI adoption.
What critics are saying
- June 2026 unauthenticated API breach exposed customer instance data and damaged trust.
- DataCloud Technologies sued ServiceNow for patent infringement in Delaware on February 9, 2026.
- ServiceNow’s 2026 restructuring cuts up to 1,000 jobs, signaling post-acquisition integration strain.
What makes ServiceNow unique
- ServiceNow AI Control Tower now governs agents across AWS, Microsoft, Google, and SAP.
- ServiceNow AI crossed $1 billion ACV in Q2 2026, validating enterprise monetization.
- ServiceNow’s workflow platform embeds automation into IT, HR, security, and customer operations.
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Benefits
Generous family leave
Flexible PTO
Matched Donations
Retirement benefits
Annual learning stipends
Paid volunteer time
Growth & Insights and Company News
6 month growth
↓ -1%1 year growth
↓ -4%2 year growth
↓ -1%ServiceNow's share price rose 12% in July, driven by strong second-quarter results and a broader recovery in software stocks. The enterprise software company reported revenue of $3.99 billion, up 24% year over year, surpassing analyst estimates of $3.93 billion. Subscription revenue, which investors favour for its consistency, increased nearly 25% to $3.88 billion. Adjusted net income rose 9% to $930 million, or $0.90 per share, beating the consensus estimate of $0.86. The company highlighted significant AI adoption, noting that agentic deployments on its core platform increased ninefold over nine months. ServiceNow raised its annual subscription revenue guidance to between $15.76 billion and $15.78 billion, reflecting nearly 23% growth over 2025.
ServiceNow has opened its first dedicated office in Brazil and announced three academic partnerships to develop AI talent in the region. The São Paulo facility spans 1,765 square metres and features 73 workstations, 11 conference rooms, two training rooms, and an outdoor terrace. The company's Latin American team has more than tripled over the past three years. In 2025, the number of customers purchasing AI in the region nearly quadrupled. ServiceNow and SENAI-SP launched an AI skills training programme in 2025 that has reached over 1,500 participants across São Paulo state. To date, 719 students have graduated, with 808 currently enrolled. Of these, 126 have earned the Certified System Administrator certification.
Tech analyst Dan Ives described the recent software stock sell-off as the most disconnected from business fundamentals since the late 1990s, despite fears of AI competition. Microsoft, Salesforce, and ServiceNow have underperformed the broader market this year, with declines of up to 29%. Recent earnings support Ives' bullish stance. Microsoft reported 18% year-over-year revenue growth, with paid Microsoft 365 Copilot seats exceeding 30 million. ServiceNow's subscription revenue grew 23% in constant currency, closing 123 deals over $1 million. Salesforce beat analyst estimates with 14% revenue growth and signed a record 98 deals worth over $1 million in new annual contract value. The results suggest customers are turning to established software providers for AI integration and security, validating these companies' central role in AI infrastructure.
Autonomize AI has launched Payment Integrity-FWA, an AI-powered healthcare claims review application, in the ServiceNow Store. The solution helps healthcare payers identify potential fraud, waste, and abuse in claims whilst accelerating review and investigative workflows. Built on ServiceNow's Healthcare and Life Sciences data model, the application uses AI agents to evaluate claims for coding issues, medical necessity concerns, readmission risks, and billing anomalies. Reviewers receive prioritised work queues with risk scores, AI-generated reasoning, and supporting evidence for each flagged claim. The application supports pre-payment claims review, DRG clinical validation, medical necessity assessment, readmission analysis, and provider outlier detection. It integrates with existing ServiceNow environments without requiring data migration to separate systems. Autonomize Payment Integrity-FWA is now available in the ServiceNow Store.
Hyro has partnered with ServiceNow to deliver AI-powered experiences for healthcare employees and patients. The collaboration combines ServiceNow's enterprise workflow platform with Hyro's agentic AI platform, enabling health systems to automate high-volume patient-facing cases. The partnership coincides with ServiceNow's launch of Healthcare Operations, a solution designed to unify clinical, administrative, and enterprise workflows. Initial use cases include employee FAQs, conversational ticket management for patients, and access management over voice and chat. Hyro has built an app on the ServiceNow Store that enables AI-powered voice automation for healthcare IT service desks, supporting automated IT ticket creation via voice. The company serves 2,500 hospitals, clinics, and healthcare facilities, including Intermountain Health, Baptist Health, and Hackensack Meridian Health.