Director Expert Services

Practice Directors mentor and lead teams of technical and business process consultants providing both strategic direction and handson guidance to address complex customer challenges and ensure successful outcomes. They act as trusted advisors on Expert Services capabilities managing expectations around skills development and delivery excellence. By leveraging their experience they guide teams in overcoming challenges aligning efforts with organizational goals and driving longterm organizational strategies to enhance practice capabilities.

The role of the Director Expert Services will oversee managers and consultants who are responsible for supporting customer and partners with the delivery of solutions involving the Technology Workflow Core Business Workflow and Platform Data & AI portfolios. The role reports to the Sr Director Customer Delivery APAC.

What You Get to Do in This Role

• Develop and lead a team of consultants fostering growth enablement and professional development.
• Mentor technical and business process consultants by contributing expertise to guide delivery efforts and support the resolution of complex escalations.
• Mentor technical and business process consultants to promote accountability innovation and operational excellence while addressing team and customer challenges.
• Champion customer transformation ensuring solutions align with business goals and drive measurable outcomes.
• Provide strategic and technical leadership to customers partners and internal teams.
• Drive a culture of collaboration knowledge sharing and continuous learning within the team including the development and refinement of service offerings and best practices.
• Support teams in optimizing delivery operations by ensuring resources processes and solutions are effectively aligned with customer goals.
• Support business development efforts including presales scoping and proposal development. Partner with internal teamsProduct Sales Enablementto align delivery capability and methodology with broader ServiceNow objectives. Key Performance Measurements Contribution to professional services business outcomes (revenue etc..
• Team productivity and billable utilisation.
• Customer satisfaction scores and project business impact.
• Product consumption and/or adoption.
• Talent development and team growth.
• Readiness and capability building within the team.
• Driving innovation and adoption in ServiceNow deployments.

Qualifications :

Qualifications and Experience Leadership & People Development

• 5 years leadership experience in a professional services environment.
• Ability to inspire mentor and develop diverse teams in technical and business domains.
• Experience managing teams and leading largescale customer engagements.
• Strong relationshipbuilding skills with internal teams partners and customers.
• Commitment to fostering an inclusive and equitable workplace valuing diverse perspectives.

Consulting & Delivery Experience

• 15 years in a consulting or professional services role with a focus on enterprisewide business transformation solutions.
• Strong problemsolving mindset focused on transformation and measurable business value.
• Experience with Now Create Agile frameworks or similar methodologies.
• Comfort engaging with executive and senior stakeholders with a track record of distilling customer needs to provide prescriptive guidance and direction on their business transformation.

Technical Expertise

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry. 
• Experience in SaaS platforms enterprise architecture or digital transformation.
• Familiarity with ServiceNow or similar enterprise platforms is beneficial but not mandatory.
• Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem.

Other Qualities That Will Help You Succeed

• A transformation mindset focused on delivering longterm business impact. Strong communication skills with the ability to simplify complex concepts.
• Passion for driving innovation and continuous improvement. A determination to make things better each day.
• Ability to foster collaboration within a diverse team.

Additional Information

• Travel requirements will vary based on business needs.
• ServiceNow is an Equal Opportunity Employer committed to building an inclusive and diverse workplace.
• We offer professional development mentorship and career growth opportunities.
• Benefits include health and wellness programs remote work flexibility and employee resource groups.

Additional Information :

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 ServiceNow employees depending on the nature of their work. Learn more here.

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 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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