Director, ServiceNow Delivery

About TQA:

TQA is looking for a Director to own our ServiceNow delivery capability from the ground up. This means building the team, running the practice day to day, and maintaining oversight across every ServiceNow project we deliver.

You will work hand in hand with our GTM ServiceNow Lead, who owns the commercial and go-to-market motion. Your focus is the delivery side: the people, the quality, the standards, and the capability that makes us credible and competitive in the market.

This role suits someone who has spent serious time in the ServiceNow ecosystem, understands where it is heading with AI and data, and is ready to lead a practice rather than just work within one. You do not need to be the most technical person in the room, but you need to understand what is being built, what good looks like, and where the hard problems live.

Position Overview:

Delivery oversight

• Maintain visibility across all active ServiceNow projects, spotting risk early and intervening when needed

• Set and enforce delivery standards, governance, and ways of working across the practice

• Act as the senior escalation point for complex or at-risk engagements

• Drive consistent, high-quality outcomes that protect TQA's reputation and client relationships

Team building and global leadership

• Build and lead a globally distributed ServiceNow delivery team, spanning multiple time zones and regional markets

• Own hiring decisions across geographies: define the profiles we need, assess candidates, and bring the right people in

• Create clear career pathways and development plans for consultants, architects, and developers wherever they are based

• Run regular 1:1s, performance conversations, and capability reviews across a remote-first team

• Build a cohesive team culture that works across borders, not just within them

• Identify certification and skills gaps and put plans in place to close them

AI-powered delivery

• Champion the use of AI tooling within delivery itself: accelerating documentation, code generation, testing, quality assurance, and project governance

• Set expectations that the team actively uses AI to work smarter, not just delivers AI solutions for clients

• Stay current on how AI tools are evolving within the ServiceNow ecosystem and translate that into better delivery practice

• Help the team develop fluency with AI-assisted ways of working as a core competency, not an optional extra

IP capture and practice development

• Systematically capture reusable assets from delivery: accelerators, templates, integration patterns, configuration frameworks, and documented solutions

• Work closely with the GTM ServiceNow Lead to package delivery IP into repeatable offerings that can be taken to market

• Maintain and evolve a library of practice assets that shortens sales cycles and improves delivery consistency

• Treat what the team builds for clients as a source of competitive advantage for TQA, not just billable output

GTM and commercial collaboration

• Work closely with the GTM ServiceNow Lead to align delivery capability with what is being sold

• Support pre-sales and scoping conversations where delivery credibility and input is needed

• Contribute reusable assets and delivery proof points that strengthen proposals and RFP responses

• Flag capacity constraints or capability gaps that affect what we can realistically take on

Required Skills and Experience:

Leadership and delivery

• 5+ years operating in the ServiceNow ecosystem at a senior level, whether as an architect, delivery lead, or practice manager

• Proven track record of building and leading consulting or professional services teams across global or distributed geographies

• Experience managing teams across multiple time zones with the cultural awareness and operational discipline that requires

• Strong delivery instincts: you can read a project early and know when something needs attention

• Comfortable being both a people leader and a hands-on delivery operator, often on the same