Director, Delivery Acceleration Systems & Solutions

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

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.

WHAT YOU GET TO DO IN THIS ROLE:

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 OC