Director of Workflow Engineering

Do you want to lead the engineering behind how a global business runs?

At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. As we move toward AI-enabled, automation-first operations, we're expanding our Service Management engineering leadership. AI Operations is our intelligence layer — detecting, correlating, predicting. Workflow Engineering is our automation layer, turning those insights into production workflows with approvals, rollback, and observability built in.

We're seeking a Director of Workflow Engineering to lead this function and set its technical direction across Service Management and IT Operations. Strong Service Now expertise is essential — it's one of several platforms in use. The work: re-engineer how work flows across service operations, replacing manual, ticket-driven process with automation that's reliable, auditable, and fast, and putting AI inside live workflows rather than alongside them.

This is an architecture and standards role as much as a delivery one.

Led, grown, and mentored the engineering team that designs, builds, and runs the automation and orchestration behind our global service operations

Owned the technical architecture, development standards, and engineering practices for our operational workflows on Service Now and the tooling around it, from design through production support

Shifted the mindset from automating existing process to redesigning it — applying an AI-first lens while knowing where plain automation is the better answer

Replaced manual, ticket-driven process across the service lifecycle with workflows that execute reliably and consistently at scale

Brought AI into production operations — predictive models, assisted experiences, and agentic automation — so that routine work is handled automatically and human judgement is reserved for genuine exceptions, with approvals, rollback, and observability built in

Built and owned the integrations that make automation possible: monitoring and observability platforms, CI/CD pipelines, configuration and discovery data, cloud services, and event correlation engines

Set the engineering roadmap for the function, defined how its success is measured, and made the build-or-buy case as new capability was needed

12+ years in technology, including 7+ years leading engineering or platform teams (Service Now or IT Service Management)

Technical credibility to set architecture and development standards rather than only direct them

Deep ITIL fluency: incident, problem, change, request, knowledge, SLM, and continual service improvement — with a track record of turning those practices into working automation

Strong Service Now architecture, workflow design, and platform governance experience

Familiar with Now Platform AI (Predictive Intelligence, Now Assist) and agentic automation

Experience designing and scaling automation on whatever tooling serves the outcome, not just one platform

Event-driven engineering across APIs, webhooks, monitoring/observability platforms, cloud services, and telemetry ingestion

Fluent in CI/CD, deployment automation, and observability, with readiness controls built into the pipeline rather than bolted on as a review step

Challenges how work is done rather than automating it as-is, applying an AI-first lens where it pays and conventional automation where it doesn't

Experience establishing development standards, quality controls, and platform governance across a global team, with safety, auditability, approvals, and rollback embedded directly into workflows

Shifts approval-driven governance to signal-driven decisioning, using telemetry, dependency data, historical outcomes, and risk scoring

Strong written and verbal communicator across engineering, operations, and business audiences

Bachelor's degree in computer science, information systems, engineering, or related field (master's preferred)

Service Now and ITIL certifications strongly preferred;…