Senior Director, Delivery Transformation AMS

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The Team

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

The Role

As Senior Director, Delivery Transformation (AMS), you will lead the delivery transformation of AMS Delivery Excellence through four integrated functions: Customer Health Assurance & escalation management to mitigate delivery risk; Partner Delivery Management to scale our strategic partner program; AI Delivery Acceleration to drive adoption of intelligent delivery tools and compress time-to-value; and Business Transformation Solution Architects to support complex deal scoping and delivery readiness. You'll be instrumental in modernizing how we deliver customer value—reducing average project duration from 200 days to under 100 days while maintaining exceptional CSAT and actively capturing adoption insights to fuel A&M's product roadmap.

What You'll Do

Strategic Leadership & Delivery Transformation

• 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.

Customer Health Assurance & Risk Mitigation

• 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 our 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.

Partner Delivery Management & Ecosystem Scaling

• Lead the transition of our 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.

AI Delivery Acceleration & Adoption Velocity

• 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 offsh