Dir Business Transformation ServiceNow

With an eye for detail and a contagiously positive attitude, you’re the teammate everyone counts on to get the project buttoned up and across the finish line.

Remote, NH

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose. We&rsquo;d love for you to join us and make your mark on the future of technology.&nbsp;</strong></p> https://www.connection.com/

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Full Time

$154,000.00/Yr. - $200,000.00/Yr.

Overview: <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p><strong>What We Do:</strong></p> <p>We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /><br /></p> <p><strong>Who We Are:</strong></p> <p>Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.</p> <p>&nbsp;</p> <p><strong>Why You Should Join Us:</strong></p> <p>You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.&nbsp;You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness&nbsp;and Volunteer Time Off days.&nbsp;</p> <p>&nbsp;</p> <p>Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.</p> <p>Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process, communication with a live person, and a signed offer letter.</p> <p>&nbsp;</p> </div> </div> </div> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p>The Director of Business Transformation for ServiceNow leads the enterprise‑wide transformation of our Services organization through the strategic deployment of the ServiceNow platform. This role spearheads the redesign, modernization, and optimization of professional services, managed services, and solution‑delivery workflows, driving measurable improvements in delivery excellence, profitability, customer satisfaction, and operational scale.</p> </div> </div> </div>
Responsibilities: <ul> <li>Serves as the primary ServiceNow evangelist and change agent across the organization.</li> <li>Leads enterprise transformation of professional services, managed services, and solution‑delivery workflows enabled by ServiceNow.</li> <li>Coordinates transformation with TSX business leaders leveraging our IT PMO to ensure alignment of our ConnectNow / ServiceNow strategy to our companies key IT initiatives.</li> <li>Leads enterprise‑wide adoption of ServiceNow across delivery and services teams&mdash;ensuring tools are embraced and not bypassed.</li> <li>Drives and owns the standardization and improvement of end‑to‑end delivery processes, including: <ul> <li>Opportunity‑to‑intake.</li> <li>Scoping &amp; approvals.</li> <li>Delivery execution &amp; milestone management.</li> <li>Change management &amp; escalations.</li> <li>Handoff to support/operations.</li> <li>Contract Governance and Compliance.</li> </ul> </li> <li>Owns and governs the ServiceNow roadmap for services workflows, ensuring design supports margin discipline, delivery predictability, and scalable multi‑solution offerings.</li> <li>Partners with Business Analysts, ServiceNow Administrators, and Developers.</li> <li>Conducts comprehensive business process analysis and workshops to identify inefficiencies, gaps, and automation opportunities.</li> <li>Aligns new operating models with business growth strategy and customer commitments in partnership with Services and Solutions leadership.</li> <li>Drives simplification, scalability, and modernization&mdash;challenging legacy models where necessary.</li> <li>Leverages capabilities across CSM, ITSM, SPM, and custom applications to enable: <ul> <li>Service intake &amp; demand management.</li> <li>Delivery visibility and oversight.</li> <li>Issue, risk &amp; dependency management.</li> <li>Cross‑functional coordination.</li> </ul> </li> <li>Ensures alignment with enterprise architecture, platform governance, and best‑practice frameworks from leading transformation organizations.</li> </ul>
Requirements: <ul> <li>Deep understanding of professional services, managed services, or hybrid delivery models.</li> <li>Demonstrated success leading enterprise‑scale, cross‑functional transformation initiatives.</li> <li>Experience partnering with Sales, Delivery, Finance, and Customer Success to improve execution.</li> <li>Strong executive communication skills and ability to align diverse stakeholders.</li> <li>Comfort challenging legacy models while balancing customer commitments and operational realities.</li> <li>Analytical, outcome‑driven mindset with a bias for simplification and scale.</li> <li>Experience driving transformation in SaaS or digital‑services environments.</li> <li>Familiarity with ServiceNow CSM/ITSM/SPM capabilities, delivery models, and data structures.</li> <li>Background in operational change, business architecture, or platform‑enabled process redesign.</li> </ul>