Director of Workflow Engineering

About this role

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 ServiceNow 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.   About the role By the end of year one in this role, you will have: • 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 ServiceNow 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  

About you   Leadership & experience • 12+ years in technology, including 7+ years leading engineering or platform teams (ServiceNow or IT Service Management)

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

• Sound build-vs-buy judgement  

ServiceNow, 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 ServiceNow architecture, workflow design, and platform governance experience

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

Automation & integration engineering • 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  

Judgement & governance • 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  

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

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

• ServiceNow and ITIL certifications strongly preferred; cloud/automation certs a plus

#LI-LP2    

What’s in it For You? • Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected. • Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. • Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. • Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. • Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. • Social Impact: Make an impact in your c

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