Area Delivery Director Eastern US

Area Delivery Director

Location:Remote (Eastern United States)

Our Mission

NewRocket a global full-service Elite ServiceNow partner helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond creating meaningful experiences for our employees and customers. Our vision is to be the go-to ServiceNow Guide creating extraordinary results with ServiceNow.

NewRocket has been awarded the 2024 BEST Award 2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF) 2023 ServiceNow Worldwide Customer Workflow Partner of the Year and 2023 ServiceNow Creator Workflow Partner of the Year. We are #GoingBeyond

Webring 20 years of advising and supporting clients in designing implementing and managing AI-enabled digital workflows to improve employee and customer experiences. An Elite ServiceNow Partner and ServiceNow Global Partner Award Winner the Company has completed over 3000 projects across nine industry specializations. NewRocket Goes Beyond Workflows to help clients transform their enterprise into a place where employees flourish customers thrive and people matter. With over 3000 ServiceNow certifications NewRockets business strategists take a holistic strategic approach to optimize the ServiceNow platform and help clients solve industry-specific challenges.

Overall Role Summary

The Area Delivery Director Eastern USis a senior leadership role responsible for driving delivery excellence customer satisfaction and portfolio growth across the Eastern United States. This leader serves as the face of NewRockets delivery organization in the region ensuring our clients experience seamless execution of services across the full range of NewRocket offerings.

In partnership with project managers engagement leaders and the sales organization the Area Delivery Director will provide hands-on oversight strategic guidance and leadership for all engagements within the territory. The role is accountable for ensuring the region consistently meets delivery standards achieves financial goals and fosters strong trust-based client relationships that lead to long-term growth.

Key Responsibilities

Delivery Leadership & Excellence

• Oversee delivery quality and customer satisfaction across all projects in the Eastern US.
• Act as a senior escalation point and trusted advisor to client executives.
• Ensure projects are staffed for success collaborating with Resource Management and Delivery Excellence teams.
• Maintain compliance with NewRocket methodologies ensuring margin control and continuous improvement in delivery practices.
• Actively engage on key projects to guide direction resolve issues and uphold delivery excellence.

Operational & Business Leadership

• Own and manage the regional delivery portfolio including forecasting planning and margin achievement.
• Drive efficient utilization of global delivery resources including strong collaboration with India teams.
• Ensure smooth handoffs from Sales to Delivery aligning scope estimates and staffing needs.
• Partner with Sales leaders in the Eastern US to expand accounts secure new logos and drive bookings growth.

People Leadership

• Lead coach and mentor direct and indirect delivery team members across the region.
• Oversee career progression hiring and performance management for delivery talent.
• Foster a culture of collaboration trust and high performance consistent with NewRockets values.

Growth & Impact

• Accountable for achieving regional KPIs including bookings revenue under management margin CSAT and utilization.
• Strengthen relationships with clients in the Eastern US to drive expansion opportunities.
• Represent the region in cross-company delivery initiatives ensuring alignment with corporate goals.

Qualifications

• 12 yearsof professional services or consulting experience including 8-12 yearsin program/project management.
• 5 yearsleading delivery portfolios and managing large distributed teams.
• Strong knowledge of ServiceNow domains delivery methodologies and portfolio management best practices.
• Proven ability to build client trust mitigate risk and manage financial performance of services portfolios.
• Excellent leadership communication and collaboration skills with experience across multiple time zones.
• Bachelors degree or equivalent required; advanced certifications (Agile PMP SCRUM ServiceNow SPM) preferred.

Success Metrics

• Regional Bookings Growth
• Revenue Under Management
• Gross Margin Achievement
• Customer Satisfaction (CSAT)
• Personal Utilization

We Take Care of Our People

NewRocket is committed to a diverse and inclusive value and celebrate diversity believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer committed to providing employment opportunity regardless of sex race creed color gender religion marital status domestic partner status age national origin or ancestry physical or mental disability medical condition sexual orientation pregnancy citizenship military or Veteran individuals with disabilities who would like to request an accommodation please contact Experience:

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