Delivery Directors provide strategic direction and mentorship to teams managing complex, multi-
workstream ServiceNow projects. Leveraging their expertise, they guide teams in resolving the most
challenging delivery issues and driving impactful outcomes. They mentor Senior Principal
Engagement Managers, supporting their growth and ensuring their skills and capabilities align with
successful project objectives. They also play a pivotal role in resolving escalations and mitigating
risks, safeguarding delivery continuity and ensuring project health. Key activities include.
- Deliver transformational engagements to our customers helping them adopt and realize the value of the ServiceNow platform.
- Ensuring that the Engagement team delivers with excellence to ensure a high level of customer satisfaction and maintain our industry's competitive customer satisfaction scores.
- Maintain the relationship with the executive sponsors of our most strategic customers throughout the delivery.
- Lead, Coach, and mentor the team of Customer Outcomes Engagement Managers to achieve the ServiceNow goals and create a culture of high performance.
- Drive a culture of continuous improvement, and embed robust processes and operations to ensure delivery excellence for our customers and efficiencies for our team.
- Implement strong governance to ensure all engagements and programs are delivered according to the plan of record.
- Own the revenue and margin for the delivery business providing an accurate financial forecast and sound business metrics including revenue, resourcing, and utilization.
- Build and maintain a relationship with the delivery leads of key partners in the region and implement the same rigour of governance with the partner delivery teams so that the customer experience is consistently high.
- Champion ServiceNow鈥檚 leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner.
- Support key sales activity in line with the Customer Outcomes strategy
- Collaborate with many different stakeholders such as - the Sales Account Team, Global Resource Management, Customer Excellence leadership, partners, and customers to understand and lead resolutions of business challenges, and key risks/issues to ensure the expected business value is delivered.