Delivery Operations Manager Customer Excellence Group (CEG)

At ServiceNow our Expert Services team delivers exceptional customer outcomes through world-class consulting and implementation services. As a Delivery Operations Manager supporting the EMEA ES VP of Delivery and the Delivery leadership team you will build governance structures drive operational excellence and provide AI-powered strategic insights that enable critical business decisions around resource planning utilization and delivery quality. 

Your mission is to support the ES Delivery team to mature EMEA Expert Services from reactive Excel-driven operations to a proactive data-driven organization capable of scaling in 2026. Youll establish a single source of truth forward-looking indicators and decision-focused governance that treats every meeting as if our Executive leaders are present. 

What you get to do in this role: 

Governance & Operational Framework 

• Design and implement a comprehensive governance structure for the EMEA Delivery organization ensuring clarity on decision-making escalation paths and accountability 
• Establish operational cadences for delivery reviews resource planning and performance (KPI) management across the leadership team creating forward-looking decision-ready reporting including:  
• Skills heatmap (coverage vs demand) 
• Headcount actuals vs plan and hiring progress tracking 
• Pipeline implications for resourcing to enable proactive capacity planning 
• Create and maintain AI-enhanced scorecards and KPIs that track delivery health utilization margins customer satisfaction and project outcomes 
• Drive consistency and alignment across all delivery metrics reporting and performance management processes leveraging automation to streamline operations and establish a single source of truth for the organization 

Strategic Insights & Business Decision Support 

• Analyze utilization trends capacity planning and resource allocation using AI-powered analytics to provide forward-looking insights that inform hiring reskilling and investment decisions 
• Own headcount management and planning processes in partnership with Finance and HR including workforce modeling budget tracking hiring forecasts and alignment with strategic growth targets 
• Monitor delivery performance metrics (project health margin customer satisfaction on-time delivery) using predictive analytics to proactively identify risks and improvement opportunities 
• Drive headcount-related decision-making including business cases for new roles backfill justifications contractor vs. FTE analysis and span of control optimization 
• Partner with Finance and HR to model workforce scenarios budget implications and headcount planning aligned to business growth using AI tools for scenario modeling 
• Translate complex operational data into executive-ready insights and recommendations that drive strategic decisions leveraging AI-enhanced data visualization and storytelling 

Issue Resolution & Operational Execution 

• Act as the operational hub for delivery issues including invoicing discrepancies contract challenges resource conflicts and customer escalationsensuring issues are tracked escalated appropriately and brought to resolution 
• Roll up your sleeves and embed yourself as a member of the Delivery team building credibility through hands-on involvement and execution 
• Drive cross-functional collaboration with Sales Legal Finance and Customer Success to resolve systemic delivery challenges 
• Develop and execute remediation plans for underperforming projects or at-risk engagements using data-driven insights to inform corrective actions 

Performance Enablement & Continuous Improvement 

• Lead business performance reviews with the Delivery leadership team ensuring AI-powered data-driven conversations and clear action plans 
• Identify opportunities to improve delivery processes tools and methodologies to enhance efficiency quality and customer outcomes through AI and automation 
• Support strategic planning sessions QBRs and leadership offsites with materials facilitation and follow-through 
• Foster a culture of operational excellence accountability continuous improvement and AI innovation across the Delivery organization 

Qualifications :

To be successful in this role you have:

• Advanced AI proficiency: Proven experience integrating AI-powered tools into business operations including predictive analytics workflow automation scenario modeling or AI-driven decision support. Strong curiosity and capability to explore emerging AI technologies and apply them to operational challenges. 
• 5-7 years of extensive experience in business operations professional services operations or delivery managementideally in a consulting SaaS or technology services environment 
• Demonstrated ability to partner with senior executives (VP/AVP level) to drive alignment inform strategy and deliver results using data-driven insights 
• Proven track record building governance structures operating cadences and performance frameworks in complex matrixed organizations 
• Strong financial acumen with extensive experience managing headcount planning workforce budgeting utilization analysis and business modeling 
• Mastery in data analysis and storytelling using modern analytics platforms and AI toolsability to synthesize complexity identify insights and communicate with executive presence 
• Experience resolving operational issues and driving cross-functional problem-solving with urgency and accountability 
• A hands-on roll-up-your-sleeves approach with the ability to balance strategic thinking and tactical execution 
• Excellent stakeholder management skills with the ability to influence and build credibility across all levels of the organization 
• Proactive mindset bias for action and ability to thrive in a fast-paced ambiguous environment 
• Based in Dublin or willing to relocate (at own expense) 

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 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