Director, Delivery Acceleration Systems & Solutions in London

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.

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 into 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 adapt 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 ensure 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 the 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 to maximize tool value.
• 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 development.

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.

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.