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
• Sound build‑vs‑buy judgement
• Service Now, ITSM & AI platform expertise
• 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
• Can engineer workflows for real‑time execution (e.g. global command/ops centers)
• 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,…