We are seeking a Director to lead ServiceNow’s AMS People Enablement Center in Costa Rica, joining our Global People team responsible for operations and service delivery strategy. This role will evolve our infrastructure and processes, drive operational excellence, and accelerate high-quality delivery with speed and rigor.

The Director will partner closely across all People Enablement Centers and with key stakeholders to advance transformation initiatives, drive adoption, and translate strategy into measurable, high-impact outcomes. In addition, this leader will play a critical role in attracting, hiring, and retaining top talent, while strengthening training, engagement, and development to ensure our teams consistently live our People Pact—Fulfilling Our Purpose, Doing Our Best Work, and Living Our Best Lives.

The ideal candidate will have a proven track record of successfully leading large scale transformation, process optimization initiatives, driving global operational excellence, managing a follow-the-sun delivery model, and promoting cross-functional collaboration on a global scale.

Reporting to the VP of Global People Operations and Service Delivery, this role is a vital member of the People Operations Leadership team, working alongside the broader People function to bring our strategy to life.

As the Director of AMS People Enablement Center, you will focus on:

Operational Excellence:

· 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.

Experience:

· 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.

Management:

· 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.

· 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.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Director of People Enablement Center