Delivery Director - CEG Delivery Excellence

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Delivery Director is accountable for the Engagement Management team and leads the implementation projects for our customers. The Delivery Director is accountable for ensuring all projects are delivered on time, within budget and scope, but are also delivered with excellence throughout the journey. As our business grows, the Delivery Director also needs to grow and develop the team as well as ensure the business processes and operations mature in line with our growth.

Key activities include.

• Deliver transformational engagements to our customers helping them adopt and realize the value of the Service Now 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 Service Now 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 Service Now’s leading practice methodology, Now Create, 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 Outcomes leadership, partners, and customers to understand and lead resolutions of business challenges, and key risks/issues to ensure the expected business value is delivered.

Experience required to be successful in this role:

• Delivery director, program director, or portfolio director with demonstrable experience in delivering large complex projects/programs/portfolios.
• Has risen to their current position through an extensive project and program management career path so has an excellent foundation in project management fundamentals.
• Experience leading and developing a team of project managers.
• Ideally worked in a professional services/consulting organisation implementing enterprise cloud application software. Experience with in the Service Now ecosystem would be advantageous.
• Understand how to create a great delivery experience for the customer as well as deliver to the plan of record (cost, schedule, quality).
• Ability to adapt to growth and change by putting robust processes and operations in place, whilst maintaining a foundation of delivery excellence.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your…