Director Delivery Acceleration

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

What you get to do in this role:

What You Get To Do In This Role

The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence is responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations and both internal and external delivery partners to deliver a transformational AI‑first implementation and adoption experience for ServiceNow’s customers. You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry. As Director, Delivery Acceleration, you will lead the strategy and execution to enable and scale a high-performing partner ecosystem—both internal partners (Expert Services and Impact teams) and external Global/Regional SIs and specialty partners—to deliver AI-first, autonomous/accelerated implementations of ServiceNow products at customer scale through transforming the delivery experience with cutting-edge tools. Your North Star: dramatically compress (SDLC) solution delivery lifecycle, thereby reducing time‑to‑first-meaningful‑use, accelerating adoption, and delivering a consistently excellent, AI‑enabled implementation journey that reduces deployment friction and improves renewal outcomes – the goal is to get customers to first use and hence value significantly faster so they build & deploy higher value use cases on top of the platform.

• In partnership with Global Partners/Channels and the broader Customer Excellence Group, help scale delivery speed.
• In partnership with Expert Services and other Global Partners, transform ServiceNow’s Implementation Delivery methodology to be AI-first, including adapting and augmenting current delivery tools.
• Facilitate workshops with customers and partners to identify and prioritize value streams for accelerated delivery.
• Identify opportunity areas and accelerate SDLC threads by running multiple AI and non-AI tool PoC’s and working with internal and external partners on adoption plans.
• Own creation of Catalyst enablement material to share with GPC Partner Enablement team and CEG Internal Enablement teams.
• Orchestrate internal partners to create unified playbooks and packaged offerings that de-risk scale and ensure consistency through a transformational implementation experience.
• Talent & org build: hire, coach, and lead a global team (business partner managers, enablement content specialists, program managers) with clear KPIs and OKRs tied to customer value and partner impact.

Qualifications

To be successful in this role, you must have:

• 10+ years leading delivery strategy and programs or execution experience of large-scale implementation programs in enterprise software; proven track record building scale & delivery motions with SIs/GSIs or strategic alliances.
• Demonstrated ability to operationalize new and innovative technologies.
• Stellar executive and customer-facing presence and communication skills are a must-have.
• Strong commercial acumen (co-sell, co-deliver, partner economics) and program execution across global stakeholders.
• Experience driving AI-first/agentic implementation initiatives; familiarity with LLM/GenAI fundamentals, orchestration patterns, and enterprise integration approaches is preferred.
• Enterprise Implementation experience is a must-have.
• Proven cross-functional leadership with Product, Engineering, Sales, Services, Risk/Legal/Security; excellent executive communication and change-management skills.
• Experience in instituting governance (readiness gates, AI, SDLC guardrails) and running CoE review mechanisms.
• Prior ServiceNow partner ecosystem experience is preferred.
• Must be able to travel up to 50% annually.

For positions in this location, we offer a base pay of $217,500-$380,700, 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.

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 globaltalentss@servicenow.com 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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