Job Description
As the Director of Delivery Acceleration Systems & Solutions, you will lead the evaluation,
integration, and optimization of both third-party AI tools and internal delivery systems that power
ServiceNow Professional Services delivery. Leading a team of professionals, you'll be responsible for
transforming how 1,000+ consultants work by bringing best-in-class external technologies our delivery
ecosystem while also managing critical internal tools such as estimation systems, resource management
platforms, and delivery automation solutions.
This role requires equal parts technology strategist, process designer, and change agent. You'll identify which external tools solve real delivery problems, manage the internal systems that consultants depend on
daily, design how everything integrates with our methodology and ServiceNow platform, and drive adoption across the consultant base. Your decisions will directly impact delivery speed, quality,
consultant productivity, and our ability to accurately estimate and execute customer engagements.
You'll operate at the intersection of innovation and operations—evaluating cutting-edge technologies while ensuring the reliability of mission-critical internal systems. Success requires the ability to say "no" to shiny objects, "yes" to game-changers, and "not yet" to promising technologies that aren't ready for
enterprise scale—all while keeping the trains running on time. This role demands both technical depth and business acumen to transform tools into competitive advantages.
WHAT YOU GET TO DO IN THIS ROLE:
Manage Internal Delivery Systems
- Own the strategy, roadmap, and optimization of internal tools that consultants use daily:
- estimation systems, resource management platforms, project tracking tools, and third party
- delivery automation solutions
- Ensure estimation tools provide accurate effort forecasts that adapts based on regular introduction
- and adoption of delivery acceleration tools to improve win rates, margin predictability, and
- delivery planning
- Partner with Finance and Delivery Operations to continuously refine estimation models based on
- actual project data and delivery outcomes
- Provide administration and maintenance of systems to esnusre reliability, performance, and user
- experience for tools that 1,000+ consultants depend on to do their jobs
- Identify gaps in current internal tool capabilities and drive enhancements or replacements that
- improve consultant efficiency
Evaluate and Select Third-Party Technologies
- Continuously scan the market for AI-powered tools, automation platforms, and workflow
- technologies that could accelerate ServiceNow Expert Services GTM and delivery
- Conduct rigorous proof-of-concept evaluations to validate business value, technical feasibility, and
- integration requirements
- Build business cases that quantify ROI, implementation costs, and productivity impact for
- proposed tool adoption
- Partner with procurement, legal, and security teams to navigate vendor selection, contracting, and
- compliance requirements
- Make data-driven recommendations to leadership on which tools to adopt, pilot, or pass on—
- balancing build vs. buy decisions
- Design Integration Architecture and Processes
- Define how third-party tools and internal systems integrate with ServiceNow platform, internal AI
- products, and delivery methodology
- Design workflow processes that embed tools seamlessly into consultant daily activities—from presales estimation through project delivery to knowledge capture
- Establish data governance, security protocols, and compliance standards for both internal and
- external tool usage
- Create technical architecture that ensures tools work together as an integrated ecosystem, not
- fragmented point solutions
Lead Implementation and Adoption
- Manage end-to-end technical implementation of tools across 1,000+ consultant user base
- Partner closely with OCM team who owns adoption strategy, change management, and user
- enablement—providing technical expertise and system insights to inform their approach
- Collaborate with OCM on training content development, ensuring technical accuracy of learning
- materials and support documentation
- Provide subject matter expertise to OCM for communications about tool capabilities, benefits, and
- usage guidelines
- Establish technical support structures and user feedback mechanisms to capture system issues,
- feature requests, and improvement opportunities
- Track system usage analytics and productivity impact metrics, sharing data with OCM team to
- inform adoption strategies and with leadership to demonstrate business value
- Serve as escalation point for technical issues that impact tool adoption, working with vendors or
- internal teams to resolve quickly
Manage Evaluation & Process Redesign Team
- Lead a team of professionals including dedicated specialists, rotational consultants, and
- administrator roles
- Balance team capacity across: evaluating new tools, implementing selected technologies,
- optimizing existing internal systems, and providing ongoing user support
- Ensure team provides responsive support for critical internal tools like estimation systems that
- directly impact revenue
- Develop team expertise in emerging technologies, integration patterns, delivery process design,
- and system administration
- Foster a culture of continuous learning where the team stays current on evolving AI/automation
- landscape while maintaining operational excellence
- Build strong partnerships with vendor technical teams and internal IT/engineering teams to
- maximize value from all tools
Drive Business Outcomes and Continuous Improvement
- Establish KPIs that measure tool impact on delivery speed, estimation accuracy, quality, and
- consultant productivity
- Report regularly to leadership on tool portfolio performance, adoption progress, ROI realization,
- and system health
- Analyze estimation accuracy trends and drive improvements that reduce bid/actual variances and
- improve margin predictability
- Identify opportunities to expand usage of successful tools, sunset underperforming solutions, or
- consolidate redundant capabilities
- Gather consultant feedback to understand pain points and prioritize which problems tools should
- solve next
- Contribute to delivery acceleration roadmap by identifying where external tools fill capability gaps
- versus where internal development or system enhancement is needed
Build Vendor and Internal Partnerships
- Serve as primary relationship owner for strategic technology vendors
- Negotiate service level agreements, support terms, and partnership structures that ensure
- consultant success
- Partner with internal IT, Engineering, and Product teams on shared platform capabilities and
- infrastructure
- Provide vendor feedback on product roadmaps to influence features that benefit ServiceNow
- delivery use cases
- Explore co-innovation opportunities where vendors customize solutions for ServiceNow-specific
- needs
- Manage vendor performance and internal system SLAs, escalating issues that impact consultant
- productivity