Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

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, you'll be responsible for
transforming how 1,000+ 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. You'll 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.
You'll operate at the intersection of innovation and operations—evaluating 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 aren't ready for
enterprise scale—all 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 1,000+ 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 activities—from 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 1,000+ consultant user base
Partner closely with OCM team who owns adoption strategy, change management, and user
enablement—providing 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 judgment—ability 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 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.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Employee Type: Regular

Region: EMEA - Europe, Middle East and Africa

Work Persona: Flexible or Remote

Director, Delivery Acceleration Systems & Solutions

Job Description