Director, Delivery Acceleration Systems & Solutions

ServiceNow•Dallas, TX

5d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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