Area VP, Delivery Excellence

Were ingrowth modeacross the APAC regionand looking for a seasoned strategic and high-impactDelivery Excellence Leaderto drive our Technical CoE across the region.   

You will not only lead a high-performing team but also serve as a strategic pillar of ourCustomer Excellence Group (CEG)leadership team  working across functions to influence customeradoptionretention andvalue realization. This role is central to our mission: to make ServiceNow thebest buying decision our customers have ever made. 

This role isnt just about growthits aboutAI and Business transformation. Youll be responsible for supporting large complex and transformational service-led deals with some of the most strategic customers across the region while also coaching and developing your team to build those same capabilities. 

The AVP Delivery Excellence will lead the strategy execution and operational excellence of ServiceNows Technical COE across APAC. You will oversee all technical resources and are accountable for technical delivery. You will ensure customers achieve measurable outcomes through world-class implementation value realization and ongoing partnership. 

The role owns technical delivery performance including Architect utilization delivered margin product-specific escalations while building the technical foundation for scale and excellence 

Purpose 

To lead and scale Delivery Excellence driving technical delivery excellence and customer success across every workflow and industry.  

This role strengthens the bridge between Sales execution customer value and delivery realization ensuring customers see tangible outcomes from their ServiceNow investments while advancing operational efficiency financial discipline and partner scalability. 

What Youll Do 

• Develop and Grow Talent 
  Lead and coach a diverse team of high performing technical professionals cultivating a culture of innovation accountability operational rigor and customer obsession. 

• Lead Technical Delivery at Scale 
  Oversee all technical delivery services across the region ensuring on-time on-budget execution aligned to customer outcomes. 

• Own Delivery Performance 
  Drive operational excellence throughout the org measured by revenue attainment utilization delivered margin and implementation CSAT. 

• Own Delivery Strategy 
  Define and execute the APAC Technical COE strategy aligned to business goals and customer needs including driving the transformation required to scale operations across the ecosystem 

• Manage Complex Escalations 
  Serve as the senior executive for product-specific and technical escalations coordinating resolution with Product Engineering and Customer Excellence teams. 

• Partner Across the Business 
  Collaborate with APAC Sales CEG and Product teams to align delivery capacity with pipeline and account strategy. 

• Scale and Integrate Partner Delivery 
  Build a robust partner ecosystem across the region ensuring capacity consistency and quality in partner-led delivery. 

• Advance Delivery Innovation 
  Leverage automation AI insights and best practices to improve delivery predictability customer satisfaction and business

Qualifications :

• Proven Leadership at Scale: 
  15 years of experience leading large complex technical delivery or professional services organizations in a $1B enterprise software or cloud company. 

• Team Building & Scale: 
  Demonstrated success building and leading 250 person high performing organizations across delivery support and partner ecosystems. 

• Technical Credibility: 
  Deep technical proficiency with a track record of successfully executing enterprise-scale implementations or transformations. 

• Customer-Centric Mindset: 
  Client-first orientation with strong executive relationships and a trusted presence in front of C-level customers. 

• Operational Discipline: 
  Expertise in managing key business metrics  utilization revenue and delivered margin while maintaining quality and customer satisfaction. 

• Complex Escalation Management: 
  Experience managing large-scale high-visibility escalations and driving resolution in multi-stakeholder environments. 

• Partner Integration Experience: 
  Proven success in integrating and governing partner delivery to expand capacity while maintaining technical excellence. 

Success in Role 

• Exceptional people engagement and performance 

• Predictable high-quality delivery outcomes aligned to customer value. 

• Scalable technical organization that enables growth and innovation. 

• Strong partnership with Sales and Product that accelerates customer success and revenue expansion. 

• Consistent achievement of utilization margin and CSAT targets across the region. 

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 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 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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Remote Work :

No

Employment Type :

Full-time