Director, AI and ServiceNow Business Process Architecture

Role overview A consulting organisation is hiring a Director of Business Process Architecture to lead client engagements that combine ServiceNow 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.

Responsibilities - Run executive and stakeholder workshops to capture current-state processes, target outcomes, and success measures across ServiceNow 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.

Requirements - Eight or more years of ServiceNow experience with broad platform knowledge across multiple workflows rather than a single module. - Hands-on experience applying AI to business processes, including ServiceNow 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.

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

Benefits and work setup - 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.