Director, AI and ServiceNow Business Process Architecture

A consulting organisation is hiring a Director of Business Process Architecture to lead client engagements that combine Service Now platform work with applied AI. The position is a player-coach role with roughly half of the time spent delivering directly to clients and the other half building and leading a team of Business Process Architects. It is remote, ideally based in the Pacific or Mountain time zone.

• Run executive and stakeholder workshops to capture current-state processes, target outcomes, and success measures across Service Now workflows and AI solutions.
• Redesign processes for an AI-first operating model, identifying where Now Assist, AI agents, and large language models can automate, augment, or remove work, and where human judgment must remain.
• Define future-state process architecture, requirements, and roadmaps, partnering with solution and technical architects to translate designs into implementation plans.
• Hire, coach, and develop a team of Business Process Architects, including performance reviews, mentoring, and upskilling on AI-driven process work.
• Manage team financials against utilisation, revenue, and margin targets and conduct peer reviews for delivery quality.
• Support pre-sales scoping, estimates, statements of work, and client presentations, and build reusable methods, templates, and AI-enabled delivery tools.

• Eight or more years of Service Now experience with broad platform knowledge across multiple workflows rather than a single module.
• Hands-on experience applying AI to business processes, including Service Now Now Assist, AI Agents, and large language models.
• Demonstrated ability to rethink processes around AI and agentic automation rather than only digitising the existing state.
• Proven record leading engagements, programs, or customer relationships end to end.
• Leadership experience, formal or informal, such as engagement lead, workstream lead, or acting manager.
• Strong facilitation, presentation, written, and verbal communication skills, including with executive audiences.
• Comfort working with ambiguity, change, and a matrixed consulting environment.

• Prior people management experience.
• Service Now Certified System Administrator required, with one or more Certified Implementation Specialist certifications preferred.
• Service Now AI certifications and Claude certifications preferred, with willingness to earn them within the first 90 days if not already held.

• Remote position with a preference for candidates in the Pacific or Mountain time zone.
• Reports into the Area Vice President for U.S. West Delivery within the Service Delivery organisation.