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Director, Expert Services
2 weeks ago
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 — ServiceNow 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.
Job DescriptionThe Director, Delivery Mgmt India is accountable for the delivery and quality of the Expert Services engagement portfolio in India. In close collaboration and alignment with the Customer Excellence Group leadership, the Delivery Manager ensures our Customer's Success in India.
This role also leads the Engagement Management team that delivers the defined solution scope to meet the customer's desired business outcomes. This requires the DM to build / lead the Engagement Management team and collaborate across business functions, customers and partners, ensuring proper governance is followed to gain stakeholder support for the project.
- Hires, coaches, mentors and leads the team of Customer Excellence Group Program / Engagement Managers to achieve the ServiceNow goals and create a culture of high performance.
- Provides strategic thinking, building and executing a business plan to meet the India region objectives.
- Has strong business acumen, providing an accurate financial forecast and sound business metrics including revenue, resourcing, utilisation and unscheduled backlog.
- Leads the delivery team throughout large complex engagements, engaging at executive and sponsor levels with internal and external Customers and key stakeholders.
- Champions ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner.
- Communicates and acts as the escalation point of contact to facilitate collaboration, decision making, internal alignment and customer buy-in on proposed solutions.
- Drives high customer satisfaction as reflected in Customer Survey scores.
- Collaborates with the Sales Account Team, Global Resource Management, Customer Excellence Group leadership, Partners, and Customers to understand the customer and the engagement; including business challenges, key stakeholders, issues, and business value being delivered.
To be successful in this role you have:
- 15+ years progressive experience as part of a professional services organisation; or equivalent education/experience
- 10+ years leadership experience in delivery within a professional services organisation; highly desirable in cloud based solutions using agile deployment methodology
- Ability to travel up to 25%
- Creative, entrepreneurial spirit with comfort running initiatives and program independently within a "start-up paced" environment
- Success driving complex issues through analysis and resolution
- Experience working collaboratively and cross-functionally
- Excellent written and verbal communication skills at the Cx level
JV20
Additional InformationWork 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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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