Dir Business Transformation ServiceNow

Introduction

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.

What We Do:

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’s what we do. We’re the IT Department’s IT Department.

Who We Are:

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’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.

Why You Should Join Us:

You’ll find supportive teammates and a rewarding career at Connection—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’ emotional well‑being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.

You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

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.

We will never offer a position of employment without a complete interview process, communication with a live person, and a signed offer letter.

The Director of Business Transformation for Service Now leads the enterprise‑wide transformation of our Services organization through the strategic deployment of the Service Now 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.

• Serves as the primary Service Now evangelist and change agent across the organization.
• Leads enterprise transformation of professional services, managed services, and solution‑delivery workflows enabled by Service Now.
• Coordinates transformation with TSX business leaders leveraging our IT PMO to ensure alignment of our Connect Now / Service Now strategy to our companies key IT initiatives.
• Leads enterprise‑wide adoption of Service Now across delivery and services teams—ensuring tools are embraced and not bypassed.
• Drives and owns the standardization and improvement of end‑to‑end delivery processes, including:
  • Opportunity‑to‑intake.
  • Scoping & approvals.
  • Delivery execution & milestone management.
  • Change management & escalations.
  • Handoff to support/operations.
  • Contract Governance and Compliance.
• Owns and governs the Service Now roadmap for services workflows, ensuring design supports margin discipline, delivery predictability, and scalable multi‑solution offerings.
• Partners with Business Analysts, Service Now Administrators, and Developers.
• Conducts comprehensive business process analysis and workshops to identify inefficiencies, gaps, and automation opportunities.
• Aligns new operating models with business growth strategy and customer commitments in partnership with Services and Solutions leadership.
• Drives simplification, scalability, and modernization—challenging legacy models where necessary.
• Leverages capabilities across CSM, ITSM, SPM, and custom applications to enable:
  • Service intake & demand management.
  • Delivery visibility and oversight.
  • Issue, risk & dependency management.
  • Cross‑functional coordination.
• Ensures alignment with enterprise architecture, platform governance, and…