Director, Delivery Mgmt

Job Description

The Director, Delivery Mgmt India is accountable for the delivery and quality of the Expert Services engagement portfolio in India. In close collaboration and alignment with the Customer Excellence Group leadership, the Delivery Manager ensures our Customers Success in India. This role also leads the Engagement Management team that delivers the defined solution scope to meet the customer s desired business outcomes. This requires the DM to build / lead the Engagement Management team and collaborate across business functions, customers and partners, ensuring proper governance is followed to gain stakeholder support for the project. Hires, coaches, mentors and leads the team of Customer Excellence Group Program / Engagement Managers to achieve the ServiceNow goals and create a culture of high performance. Provides strategic thinking, building and executing a business plan to meet the India region objectives. Has strong business acumen, providing an accurate financial forecast and sound business metrics including revenue, resourcing, utilisation and unscheduled backlog. Leads the delivery team throughout large complex engagements, engaging at executive and sponsor levels with internal and external Customers and key stakeholders. Champions ServiceNow s leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner. Communicates and acts as the escalation point of contact to facilitate collaboration, decision making, internal alignment and customer buy-in on proposed solutions. Drives high customer satisfaction as reflected in Customer Survey scores. Collaborates with the Sales Account Team, Global Resource Management, Customer Excellence Group leadership, Partners, and Customers to understand the customer and the engagement; including business challenges, key stakeholders, issues, and business value being delivered. To be successful in this role you have: 15+ years progressive experience as part of a professional services organisation; or equivalent education/experience 10+ years leadership experience in delivery within a professional services organisation; highly desirable in cloud based solutions using agile deployment methodology Ability to travel up to 25% Creative, entrepreneurial spirit with comfort running initiatives and program independently within a start-up paced environment Success driving complex issues through analysis and resolution Experience working collaboratively and cross-functionally Excellent written and verbal communication skills at the Cx level