Director, Delivery Mgmt

Director, Delivery Mgmt 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 followe'd 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