Director, Business Transformation – ServiceNow
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Job Description
Director of Business Transformation leading enterprise-wide transformation of Services organization through ServiceNow. Spearheading redesign and optimization of professional services and workflows for delivery excellence and customer satisfaction.
Responsibilities:
- Leads the enterprise‑wide transformation of Services organization through the strategic deployment of the ServiceNow platform.
- Serves as the primary ServiceNow evangelist and change agent across the organization.
- Coordinates transformation with TSX business leaders ensuring alignment of our ConnectNow / ServiceNow strategy to our companies key IT initiatives.
- Drives and owns the standardization and improvement of end‑to‑end delivery processes.
- Owns and governs the ServiceNow roadmap for services workflows, ensuring design supports margin discipline, delivery predictability, and scalable multi‑solution offerings.
- Partners with Business Analysts, ServiceNow Administrators, and Developers to produce.
- Conducts comprehensive business process analysis and workshops to identify inefficiencies, gaps, and automation opportunities.
Requirements:
- Deep understanding of professional services, managed services, or hybrid delivery models.
- Demonstrated success leading enterprise‑scale, cross‑functional transformation initiatives.
- Experience partnering with Sales, Delivery, Finance, and Customer Success to improve execution.
- Strong executive communication skills and ability to align diverse stakeholders.
- Comfort challenging legacy models while balancing customer commitments and operational realities.
- Analytical, outcome‑driven mindset with a bias for simplification and scale.
- Experience driving transformation in SaaS or digital‑services environments.
- Familiarity with ServiceNow CSM/ITSM/SPM capabilities, delivery models, and data structures.
- Background in operational change, business architecture, or platform‑enabled process redesign.
Benefits:
- 401k plans
- Medical insurance
- Free therapy visits
- Mental health coaching and tools
- Meditation resources
- Generous paid time off package including vacation and sick time, Wellness and Volunteer Time Off days
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