Senior Director, Delivery Transformation AMS

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

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The Team

Our Delivery Acceleration team is the operational engine driving transformational change across AMS Delivery Excellence. We own three critical mandates: proactively protecting customer health and minimizing downsell/loss risk through targeted delivery investments; scaling our partner ecosystem from boutique models to strategic 360 partnerships that extend our delivery capacity and capability; and partnering with our Acceleration & Modernization (A&M) team to embed AI-powered delivery tools and automation into every project, compressing time-to-value and accelerating customer adoption. Our Business Transformation Solution Architects work hand-in-hand with our Sales organization to scope and scope-guard large, complex deals—ensuring delivery excellence from day one.

The Role

As Senior Director, Delivery Transformation (AMS), you will lead the delivery transformation of AMS Delivery Excellence through four integrated functions: Customer Health Assurance & escalation management to mitigate delivery risk; Partner Delivery Management to scale our strategic partner program; AI Delivery Acceleration to drive adoption of intelligent delivery tools and compress time-to-value; and Business Transformation Solution Architects to support complex deal scoping and delivery readiness. You'll be instrumental in modernizing how we deliver customer value—reducing average project duration from 200 days to under 100 days while maintaining exceptional CSAT and actively capturing adoption insights to fuel A&M's product roadmap.

What You'll Do

Strategic Leadership & Delivery Transformation

• Develop and execute a comprehensive strategic plan for Delivery Acceleration, focusing on partner ecosystem scaling, AI-driven process modernization, and customer health risk mitigation across AMS.
• Partner with A&M leadership to operationalize AI-powered delivery capabilities (Auctor, AXIS agents, Config Agent, Engage Central) into standard delivery methodology—tracking adoption, capturing feedback, and feeding insights into A&M product roadmap decisions.
• Drive time-to-value compression from 200 to under 100 days through adoption of intelligent delivery tools, process optimization, and delivery team capability building.
• Monitor and manage key operational metrics—TTV reduction, adoption rates, CSAT investment ROI, partner quality/spend performance—using insights to drive continuous improvement.

Customer Health Assurance & Risk Mitigation

• Lead the Customer Health Assurance function to proactively identify and mitigate downsell/loss (D&L) risk through product adoption monitoring, delivery quality oversight, and targeted intervention strategies.
• Establish and scale delivery quality governance, ensuring our customer satisfaction scores reflect world-class execution and rapid resolution of delivery blockers.
• Manage CSAT investment programs—to recover at-risk projects and restore customer confidence, working closely with Sales, CEG Major Areas, and Delivery teams.

Partner Delivery Management & Ecosystem Scaling

• Lead the transition of our partner delivery model, coordinating with global Partner Management and regional delivery teams to scale capacity while maintaining quality.
• Establish partner delivery quality standards, performance tracking, and accountability mechanisms aligned with global spend commitments and service-level expectations.
• Build and maintain strong partner relationships, coaching partners on A&M adoption, delivery methodologies, and quality expectations.

AI Delivery Acceleration & Adoption Velocity

• Partner with A&M leadership to drive adoption of intelligent delivery tools into day-to-day project execution, ensuring teams are trained, tooling is operationalized, and barriers to adoption are systematically removed.
• Establish feedback loops to capture adoption insights, deployment blockers, and customer outcomes—synthesizing learning into actionable input for A&M roadmap prioritization.
• Lead continuous improvement initiatives to optimize delivery processes, staffing models, and offshore/nearshore delivery mix in support of time-to-value reduction and quality goals.

Business Transformation Solution Architects

• Lead the BTSA team to support Sales on large, complex ES and Integrated Success deals across AMS verticals—driving rigorous scoping, delivery readiness assessment, and partner readiness alignment.
• Ensure BTSA engagement with Sales occurs early in the deal cycle, de-risking large opportunities and establishing clear delivery expectations with customers and partners.
• Work closely with Partner Delivery Management to align 360 partner capabilities with deal scope and customer requirements.

Cross-Functional Leadership & Mentoring

• Provide active leadership to a team of delivery operations, partner management, AI enablement, and solution architecture professionals, fostering a high-performance culture centered on customer outcomes and operational excellence.
• Mentor and develop delivery professionals and partner ecosystem resources, building capability across partner organizations and internal teams.
• Collaborate with Sales, Customer Success, A&M, and global Partner Management to ensure seamless alignment on strategy, tooling adoption, and performance accountability.

Core Experience & Expertise

• 12+ years of leadership experience in Enterprise Services delivery, consulting operations, or delivery transformation, with a proven track record in program management, quality assurance, partner ecosystem development, and customer success at scale.
• Extensive experience leading and managing delivery operations across complex, multi-partner or multi-regional delivery models, with demonstrated success in partner onboarding, quality governance, and cost optimization.
• Deep understanding of AI-powered delivery tools, automation adoption, and process modernization in the context of large-scale implementation delivery.
• Experience leading and mentoring large, cross-functional teams (25+ members) across delivery operations, partner management, quality assurance, and technical architecture roles.
• Proven expertise in customer health/risk assessment frameworks, downsell/loss mitigation strategies, and CSAT or Net Promoter Score (NPS) improvement initiatives.

Executive Engagement & Leadership

• Proven ability to consult, influence, and establish credibility with executive-level stakeholders, including customer C-suite (CIOs, CTOs), partner leadership, and internal sales and delivery teams.
• Exceptional people leadership skills, including coaching, mentoring, and talent development across diverse delivery disciplines and partner organizations.
• Ability to lead operational change initiatives—even those requiring cultural and process shifts—and inspire teams toward common goals and outcomes.
• Strong business acumen with the ability to balance customer success with operational efficiency, profitability, and risk management.

Technical & ServiceNow Knowledge

• Extensive experience delivering customer success and services across enterprise-scale implementations, with deep understanding of implementation challenges, customer business priorities, and value realization drivers.
• ServiceNow experience and familiarity with the ServiceNow platform, Acceleration & Modernization capabilities, and modern delivery tools and automation (e.g., intelligent agents, workflow automation) are highly desirable.
• Strong passion for technology enablement, process optimization, and data-driven decision-making in the context of operational excellence and customer outcomes.

Collaboration & Communication

• Experience leading collaboration with cross-functional teams across Sales, Delivery, Partner Management, Product, and Finance.
• Ability to communicate complex operational and technical concepts clearly to diverse audiences—including customer executives, partner leadership, and internal delivery teams.
• Outstanding organizational, time management, and communication skills (written, verbal, and presentation).
• Demonstrated ability to manage multiple competing priorities, drive alignment across stakeholders with differing incentives, and maintain focus on customer outcomes.

For positions in this location, we offer a base pay of $228,900 - $412,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 [email protected] 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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