Director, Delivery Acceleration Systems & Solutions

As the Director of Delivery Acceleration Systems & Solutions you will lead the evaluation 
integration and optimization of both third-party AI tools and internal delivery systems that power 
ServiceNow Professional Services delivery. Leading a team of professionals youll be responsible for 
transforming how 1000 consultants work by bringing best-in-class external technologies our delivery 
ecosystem while also managing critical internal tools such as estimation systems resource management 
platforms and delivery automation solutions.

This role requires equal parts technology strategist process designer and change agent. Youll identify 
which external tools solve real delivery problems manage the internal systems that consultants depend on 
daily design how everything integrates with our methodology and ServiceNow platform and drive 
adoption across the consultant base. Your decisions will directly impact delivery speed quality 
consultant productivity and our ability to accurately estimate and execute customer engagements.
Youll operate at the intersection of innovation and operationsevaluating cutting-edge technologies 
while ensuring the reliability of mission-critical internal systems. Success requires the ability to say no 
to shiny objects yes to game-changers and not yet to promising technologies that arent ready for 
enterprise scaleall while keeping the trains running on time. This role demands both technical depth and 
business acumen to transform tools into competitive advantages.

WHAT YOU GET TO DO IN THIS ROLE:

Manage Internal Delivery Systems

• Own the strategy roadmap and optimization of internal tools that consultants use daily: 
• estimation systems resource management platforms project tracking tools and third party 
• delivery automation solutions
•  Ensure estimation tools provide accurate effort forecasts that adapts based on regular introduction 
• and adoption of delivery acceleration tools to improve win rates margin predictability and 
• delivery planning
• Partner with Finance and Delivery Operations to continuously refine estimation models based on 
• actual project data and delivery outcomes
• Provide administration and maintenance of systems to esnusre reliability performance and user 
• experience for tools that 1000 consultants depend on to do their jobs
• Identify gaps in current internal tool capabilities and drive enhancements or replacements that 
• improve consultant efficiency

Evaluate and Select Third-Party Technologies

• Continuously scan the market for AI-powered tools automation platforms and workflow 
• technologies that could accelerate ServiceNow Expert Services GTM and delivery
• Conduct rigorous proof-of-concept evaluations to validate business value technical feasibility and 
• integration requirements
• Build business cases that quantify ROI implementation costs and productivity impact for 
• proposed tool adoption
• Partner with procurement legal and security teams to navigate vendor selection contracting and 
• compliance requirements
• Make data-driven recommendations to leadership on which tools to adopt pilot or pass on
• balancing build vs. buy decisions
• Design Integration Architecture and Processes
• Define how third-party tools and internal systems integrate with ServiceNow platform internal AI 
• products and delivery methodology
• Design workflow processes that embed tools seamlessly into consultant daily activitiesfrom presales estimation through project delivery to knowledge capture
• Establish data governance security protocols and compliance standards for both internal and 
• external tool usage
• Create technical architecture that ensures tools work together as an integrated ecosystem not 
• fragmented point solutions

Lead Implementation and Adoption

• Manage end-to-end technical implementation of tools across 1000 consultant user base 
• Partner closely with OCM team who owns adoption strategy change management and user 
• enablementproviding technical expertise and system insights to inform their approach 
• Collaborate with OCM on training content development ensuring technical accuracy of learning 
• materials and support documentation 
• Provide subject matter expertise to OCM for communications about tool capabilities benefits and 
• usage guidelines 
• Establish technical support structures and user feedback mechanisms to capture system issues 
• feature requests and improvement opportunities 
• Track system usage analytics and productivity impact metrics sharing data with OCM team to 
• inform adoption strategies and with leadership to demonstrate business value 
• Serve as escalation point for technical issues that impact tool adoption working with vendors or 
• internal teams to resolve quickly

Manage Evaluation & Process Redesign Team

• Lead a team of professionals including dedicated specialists rotational consultants and 
• administrator roles
• Balance team capacity across: evaluating new tools implementing selected technologies 
• optimizing existing internal systems and providing ongoing user support
• Ensure team provides responsive support for critical internal tools like estimation systems that 
• directly impact revenue
• Develop team expertise in emerging technologies integration patterns delivery process design 
• and system administration
• Foster a culture of continuous learning where the team stays current on evolving AI/automation 
• landscape while maintaining operational excellence
• Build strong partnerships with vendor technical teams and internal IT/engineering teams to 
• maximize value from all tools

Drive Business Outcomes and Continuous Improvement

• Establish KPIs that measure tool impact on delivery speed estimation accuracy quality and 
• consultant productivity
• Report regularly to leadership on tool portfolio performance adoption progress ROI realization 
• and system health
• Analyze estimation accuracy trends and drive improvements that reduce bid/actual variances and 
• improve margin predictability
• Identify opportunities to expand usage of successful tools sunset underperforming solutions or 
• consolidate redundant capabilities
• Gather consultant feedback to understand pain points and prioritize which problems tools should 
• solve next
• Contribute to delivery acceleration roadmap by identifying where external tools fill capability gaps 
• versus where internal development or system enhancement is needed

Build Vendor and Internal Partnerships

• Serve as primary relationship owner for strategic technology vendors
• Negotiate service level agreements support terms and partnership structures that ensure 
• consultant success
• Partner with internal IT Engineering and Product teams on shared platform capabilities and 
• infrastructure
• Provide vendor feedback on product roadmaps to influence features that benefit ServiceNow 
• delivery use cases
• Explore co-innovation opportunities where vendors customize solutions for ServiceNow-specific 
• needs
• Manage vendor performance and internal system SLAs escalating issues that impact consultant 
• productivity
   

Qualifications :

To be successful in this role you have:

• 7 years of experience in enterprise technology business systems or technology consulting
• 3 years of people management experience leading technical or process-focused teams
• Deep understanding of professional services delivery operations including estimation resource 
• management and project execution
• Proven track record evaluating selecting and implementing enterprise software tools at scale
• Experience managing business-critical internal systems with high reliability and user adoption 
• requirements
• Strong technical acumen with ability to assess integration complexity data architecture and API 
• capabilities
• Experience with AI-powered tools intelligent automation or workflow optimization technologies
• Excellent business judgmentability to separate hype from real value and make pragmatic build 
• vs. buy decisions
• Change management experience driving tool adoption across large consultant or user populations
• ServiceNow platform knowledge and understanding of implementation delivery methodology

Not required but nice to have:

• Experience with professional services estimation tools project management systems or resource 
• management platforms
• Background in management consulting or professional services delivery operations
• Technical certifications in integration platforms APIs or enterprise architecture
• Experience managing vendor relationships and negotiating enterprise software contracts
• Knowledge of AI ethics data governance and responsible AI practices
• Familiarity with agile delivery methodologies DevOps practices and ServiceNow developmet

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 :

Yes

Employment Type :

Full-time