Senior Director, Delivery Transformation AMS

ServiceNow•Santa Clara, CA

9h•$228,900 - $412,000•Hybrid

About The Position

The Delivery Acceleration team is the operational engine driving transformational change across AMS Delivery Excellence. This role owns critical mandates including proactively protecting customer health and minimizing downsell/loss risk through targeted delivery investments; scaling the partner ecosystem from boutique models to strategic 360 partnerships that extend delivery capacity and capability; and partnering with the Acceleration & Modernization (A&M) team to embed AI-powered delivery tools and automation into every project, compressing time-to-value and accelerating customer adoption. Business Transformation Solution Architects work hand-in-hand with the Sales organization to scope and scope-guard large, complex deals—ensuring delivery excellence from day one.

Requirements

12+ years of leadership experience in Enterprise Services delivery, consulting operations, or delivery transformation, with a proven track record in program management, quality assurance, partner ecosystem development, and customer success at scale.
Extensive experience leading and managing delivery operations across complex, multi-partner or multi-regional delivery models, with demonstrated success in partner onboarding, quality governance, and cost optimization.
Deep understanding of AI-powered delivery tools, automation adoption, and process modernization in the context of large-scale implementation delivery.
Experience leading and mentoring large, cross-functional teams (25+ members) across delivery operations, partner management, quality assurance, and technical architecture roles.
Proven expertise in customer health/risk assessment frameworks, downsell/loss mitigation strategies, and CSAT or Net Promoter Score (NPS) improvement initiatives.
Proven ability to consult, influence, and establish credibility with executive-level stakeholders, including customer C-suite (CIOs, CTOs), partner leadership, and internal sales and delivery teams.
Exceptional people leadership skills, including coaching, mentoring, and talent development across diverse delivery disciplines and partner organizations.
Ability to lead operational change initiatives—even those requiring cultural and process shifts—and inspire teams toward common goals and outcomes.
Strong business acumen with the ability to balance customer success with operational efficiency, profitability, and risk management.
Extensive experience delivering customer success and services across enterprise-scale implementations, with deep understanding of implementation challenges, customer business priorities, and value realization drivers.
ServiceNow experience and familiarity with the ServiceNow platform, Acceleration & Modernization capabilities, and modern delivery tools and automation (e.g., intelligent agents, workflow automation) are highly desirable.
Strong passion for technology enablement, process optimization, and data-driven decision-making in the context of operational excellence and customer outcomes.
Experience leading collaboration with cross-functional teams across Sales, Delivery, Partner Management, Product, and Finance.
Ability to communicate complex operational and technical concepts clearly to diverse audiences—including customer executives, partner leadership, and internal delivery teams.
Outstanding organizational, time management, and communication skills (written, verbal, and presentation).
Demonstrated ability to manage multiple competing priorities, drive alignment across stakeholders with differing incentives, and maintain focus on customer outcomes.

Nice To Haves

ServiceNow experience and familiarity with the ServiceNow platform, Acceleration & Modernization capabilities, and modern delivery tools and automation (e.g., intelligent agents, workflow automation) are highly desirable.

Responsibilities

Develop and execute a comprehensive strategic plan for Delivery Acceleration, focusing on partner ecosystem scaling, AI-driven process modernization, and customer health risk mitigation across AMS.
Partner with A&M leadership to operationalize AI-powered delivery capabilities (Auctor, AXIS agents, Config Agent, Engage Central) into standard delivery methodology—tracking adoption, capturing feedback, and feeding insights into A&M product roadmap decisions.
Drive time-to-value compression from 200 to under 100 days through adoption of intelligent delivery tools, process optimization, and delivery team capability building.
Monitor and manage key operational metrics—TTV reduction, adoption rates, CSAT investment ROI, partner quality/spend performance—using insights to drive continuous improvement.
Lead the Customer Health Assurance function to proactively identify and mitigate downsell/loss (D&L) risk through product adoption monitoring, delivery quality oversight, and targeted intervention strategies.
Establish and scale delivery quality governance, ensuring customer satisfaction scores reflect world-class execution and rapid resolution of delivery blockers.
Manage CSAT investment programs—to recover at-risk projects and restore customer confidence, working closely with Sales, CEG Major Areas, and Delivery teams.
Lead the transition of the partner delivery model, coordinating with global Partner Management and regional delivery teams to scale capacity while maintaining quality.
Establish partner delivery quality standards, performance tracking, and accountability mechanisms aligned with global spend commitments and service-level expectations.
Build and maintain strong partner relationships, coaching partners on A&M adoption, delivery methodologies, and quality expectations.
Partner with A&M leadership to drive adoption of intelligent delivery tools into day-to-day project execution, ensuring teams are trained, tooling is operationalized, and barriers to adoption are systematically removed.
Establish feedback loops to capture adoption insights, deployment blockers, and customer outcomes—synthesizing learning into actionable input for A&M roadmap prioritization.
Lead continuous improvement initiatives to optimize delivery processes, staffing models, and offshore/nearshore delivery mix in support of time-to-value reduction and quality goals.
Lead the BTSA team to support Sales on large, complex ES and Integrated Success deals across AMS verticals—driving rigorous scoping, delivery readiness assessment, and partner readiness alignment.
Ensure BTSA engagement with Sales occurs early in the deal cycle, de-risking large opportunities and establishing clear delivery expectations with customers and partners.
Work closely with Partner Delivery Management to align 360 partner capabilities with deal scope and customer requirements.
Provide active leadership to a team of delivery operations, partner management, AI enablement, and solution architecture professionals, fostering a high-performance culture centered on customer outcomes and operational excellence.
Mentor and develop delivery professionals and partner ecosystem resources, building capability across partner organizations and internal teams.
Collaborate with Sales, Customer Success, A&M, and global Partner Management to ensure seamless alignment on strategy, tooling adoption, and performance accountability.