Director - ServiceNow Practice Delivery and Operations

Fujitsu • Richardson, TX

124d • $166,560 - $233,184 • Remote

About The Position

Fujitsu America is an Elite ServiceNow partner looking for a motivated delivery and operations leader to join our team of passionate professionals. This person will be responsible for driving the successful delivery of ServiceNow consulting engagements, ensuring operational excellence, and leading a high-performing delivery team. You will set the standards and oversee project execution, manage resource planning, and maintain high-quality service delivery, all while optimizing processes to enhance efficiency and customer satisfaction. This role requires experience with ServiceNow consulting implementations, a strategic mindset, and strong leadership to align delivery capabilities with business goals. Work Style: Remote - Candidates may be based anywhere in North America.

Requirements

• 10+ years of experience in leading IT consulting, professional services, managed services, or technology delivery, with a focus on ServiceNow.
• Proven experience leading large-scale ServiceNow implementations and transformation programs.
• Experience with P&L management, revenue forecasting, and strategic planning.
• Deep understanding of ServiceNow best practices, governance, and enterprise service management.
• Strong knowledge of ServiceNow platform capabilities.
• Expertise in Agile, ITIL, and project management methodologies (PMP, SAFe, or similar certifications are a plus).
• Exceptional leadership, communication, and stakeholder management skills.
• Experience in building and managing high-performing teams in a fast-paced consulting environment.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Experience working with alliances and business partners.
• Ability to drive transformation initiatives and introduce new delivery models, such as AI and automation-driven service management.
• Lead virtual teams and successfully build relationships with CXO-level stakeholders.
• Skilled in identifying value-creation opportunities and in influencing, collaboration and relationship building.
• Cultivate delivery talent and develop successful delivery leaders.

Nice To Haves

• Soft Skills: Deep empathy for customers business objective/goals and their pain points.
• A self-starter, with a purpose driven, growth mindset.
• Passionate about working with people and problem solving.
• Strong verbal and written communication skills.
• Highly motivated to succeed and a strong sense of ownership.
• Team and talent management skills.
• Stays current on existing and emerging technology and industry trends, especially ServiceNow.

Responsibilities

• Oversee the successful execution of ServiceNow projects, ensuring timely delivery, budget adherence, and quality standards.
• Refine and implement delivery governance frameworks, methodologies, and best practices.
• Lead governance activities for ServiceNow engagement and or managed services support.
• Drive a culture of accountability, continuous improvement, and innovation within the delivery teams.
• Serve as the escalation point for project risks and issues, proactively resolving challenges.
• Manage program leaders, project managers, and other operations related roles.
• Develop and optimize operational processes to improve efficiency, scalability, and profitability.
• Monitor and enhance delivery KPIs, SLAs, and customer satisfaction metrics.
• Liaise with Alliance leadership on capture of ServiceNow partnership metrics.
• Implement automation and best practices to streamline delivery workflows.
• Manage delivery budgets, profitability, and operational costs to maximize financial performance.
• Identify opportunities to enhance margins, optimize project pricing, and drive revenue growth.
• Contribute to business planning, forecasting, and strategic initiatives.
• Oversee resource planning, allocation, and utilization to ensure optimal project staffing.
• Develop talent within the delivery team, fostering skill growth and career progression.
• Partner with recruitment teams to attract and retain top ServiceNow talent.
• Build and maintain strong relationships with clients, ensuring a superior experience and driving customer success.
• Collaborate with sales, presales, and account management teams to support business growth and expansion.
• Provide strategic insights and guidance to customers on best practices and ServiceNow capabilities.

Benefits

• The opportunity to shape ServiceNow Delivery and Operations standards and practices.
• Unrivalled investment and training in you and your career.
• A people first approach and a culture of innovation and inspiration.
• Competitive salary and generous benefits.
• A flexible and creative environment for everyone.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services