ServiceNow · 11 hours ago
Director of AMS People Enablement Center (PEC)
San Francisco, CA
Full-time
Hybrid
Director/Executive
10+ years expServiceNow is a global market leader in innovative AI-enhanced technology, transforming how organizations work. The Director of AMS People Enablement Center will lead operations and service delivery strategy, focusing on driving operational excellence and enhancing employee engagement while managing large-scale transformation initiatives.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Drive continuous improvement by identifying and communicating opportunities across people, processes, technology, and knowledge to boost productivity, improve deflection, enhance self-service and mitigate risk
Partner with process optimization team to drive process improvement and mitigate risk
Provide proactive input and recommendations for future solutions and influence change across executive leadership
Ensure efficient, productive, compliant and high-quality delivery of services that mitigate risk while ensuring an incredible employee experience
Lead the People Enablement Center team through the implementation, change and adoption of new products, enhancements and controls
Assign and allocate team members to engage in citizen development and process optimization cohorts, projects and UAT activities as required
Champion transformation initiatives by driving key projects and operational improvements across Global People Operations
Take ownership of end-to-end process optimization efforts and documentation to ensure processes are streamlined and deliver outstanding experiences for all
Lead with a global perspective across all operations, emphasizing the importance of adopting global standards as the foundation for People Enablement Centers
Oversee customer satisfaction scores, identifying opportunities and implementing solutions to enhance team performance to achieve target CSAT levels
Manage and align work and operating rhythms across the People Enablement center to ensure high-quality service delivery and coverage
Provide regular updates on case status, process improvements, and corrective action plans for SLA breaches and service recovery escalations. Communicate resolution steps clearly, implement corrective actions, and share updates with Care and stakeholders to maintain transparency and proactively resolve issues, ensuring high service standards
Collaborate with the People Enablement Centers leads for India and Ireland to evolve our "follow the sun" service model for Global People CoEs, HRBPs, HR Ops, and employees
Build and maintain strong relationships with HR Business Partners, People Product team, and Centers of Excellence to understand their needs, align strategies, and influence Service Delivery initiatives and roadmap
Partner with in-country leads managing the ServiceNow business unit to foster a cohesive ServiceNow culture and brand in the region, ensuring high engagement, retention, and performance development within the team
Lead customer engagements as an HR practitioner, ensuring that you effectively represent the organization’s HR strategies, products and solutions. Additionally, provide guidance and support to other Service Delivery leaders, equipping them with the necessary tools, knowledge, and resources to engage with customers confidently and effectively
Manage the HR service delivery operating model, overseeing execution and capacity to ensure SLA adherence and compliance
Lead the growth and development of the People Enablement Center, including career pathing, upskilling and reskilling, performance management, and training initiatives
Build and enhance subject matter expertise and capabilities across People Enablement Centers worldwide, collaborating with the India and Ireland teams to ensure a consistent framework and approach
Oversee service delivery, daily operations, customer service experience, and the optimization of an efficient and effective delivery model, enabling the team to do their best work and deliver exceptional experiences
Promote team well-being by implementing strategic initiatives that support mental, professional, and personal health, while fostering a positive, performance-driven environment that prioritizes engagement and sustainable work-life balance
Drive employee satisfaction by proactively identifying opportunities to elevate the team and consistently achieve targeted employee value scores
Own delivery performance and process escalations by promptly addressing issues, leading rigorous root-cause analysis (RCA), and executing corrective action plans through to resolution
Ensure that flexible persona team members are in the office three days a week, while actively facilitating collaborative team meetings and driving meaningful outcomes, maximizing the value of in-office time
Advise on Costa Rica site committee initiatives as needed and serve as the authorized signatory for all new hire and offboarding documentation in Costa Rica
Qualification
Required
A proven history of successfully establishing and operationalizing HR services across diverse products, services, cultures, and work environments
Customer-focused mindset with exceptional communication skills, a strong sense of urgency, and a performance-driven approach
Data-driven decision making with the ability to use insights to influence stakeholders, guide teams, and inform strategies, initiatives, and enhancements
Experience thriving in fast-paced environments, leading with urgency while maintaining high standards of quality and delivery
Proven expertise in building and retaining high-performing teams, fostering engagement, development, and long-term success
Strong leadership skills with a track record of motivating diverse teams across multiple functions and services, driving results in a performance-focused environment
Skilled at partnering with and influencing key internal stakeholders and executives, including CoEs and HRBPs, through proactive engagement and partnership to understand business demand, in collaboration with Care Leads
Experience leading and partnering with process optimization teams to drive process improvements and mitigate risk
Experience in designing and managing a Global Business Services 'follow the sun' operating model, encompassing shared services, outsourcing, and centers of excellence (COEs), to serve multiple business units
An effective communicator, capable of conveying complex concepts, initiatives and strategies clearly and concisely, both verbally and in writing
Proficient at building relationships, fostering collaboration, and influencing others; experienced working with senior executives across various regions and functions
Strong people development and influencing skills, with the ability to lead extended and virtual teams to success
Demonstrated expertise in regional employment regulations and compliance requirements
Willingness to be present in the office a minimum of 3 days per week
10+ years of experience in HR, with a proven track record of leading large diverse teams successfully
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
2026-01-07
Company data provided by crunchbase