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

This is a high-impact executive role at the intersection of HR Operations strategy, transformation andenablement. The Senior Director of HR Operations will architect the future of how ServiceNow deliversHR services globally — driving toward an autonomous, AI-powered delivery model while elevating thecapabilities of our teams worldwide.The Senior Director of HR Operations is a pivotal leader responsible for defining and executing thelong-term vision for how HR services are delivered across ServiceNow's global workforce. Thisleader will own the end-to-end HR service delivery roadmap, drive operational excellence, leadtransformational initiatives that drive efficiency and experience, and spearhead the organization'sprogression 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 theenterprise strategy and key outcomes, business growth, workforce evolution, and technologycapabilities. Advance and scale the operating model and governance framework for global HR servicedelivery, aligned to our long term vision Responsible for achieving SLAs, key outcomes and experience metrics that meet the goldstandard benchmark for service delivery Transformation & Operational Excellence Lead the global HR Operational transformation that modernizes and drives an AI first HRservice delivery team and model — from process redesign and system optimization toorganizational redesign. Drive continuous improvement initiatives using data, employee feedback, and operationalinsights to eliminate friction and improve outcomes. Champion the adoption of AI, intelligent automation, and self-service capabilities to reducemanual effort and accelerate resolution. Build and mature HRSD governance structures, including change management, riskmanagement, 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 withouthuman intervention. Partner with HR Product team and IT to architect and scale ServiceNow HRSD capabilitiesincluding EmployeeWorks, Virtual Agent, Now Assist for HR, and agentic workflows. Evaluate and prioritize AI-enabled use cases that reduce case volumes, increase deflectionrates, and enhance the employee experience. Position HR as ServiceNow’s Customer Zero by piloting, proving, and scaling emerging HRtechnology and delivery models that showcase industry-leading innovation and set thestandard 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 teamswith 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 datainsights to run daily operations with discipline, consistency, and measurable performanceimprovement. Develop career pathways and competency frameworks for HR service delivery roles in atransformed operating model. Foster a culture of operational excellence, continuous learning, and high-performance deliveryacross global delivery centers. Stakeholder Engagement & Influence Serve as the executive voice for HR service delivery strategy with global HR leaders, C-suitestakeholders, and external partners. Build trusted relationships across HR, IT, Legal, Finance, and business leadership to drivealignment and sustain transformation momentum. Represent HR service delivery in enterprise-wide technology and workforce transformation forums