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.

We are looking for the new Delivery Director, MEA, reporting to the Senior Director, Expert Services EMEA. This position is accountable for the delivery of a portfolio of projects and programs to implement ServiceNow to our Expert Services customers in Middle East & Africa. 

Key responsibilities:

• Lead and manage the ServiceNow delivery team, setting strategic direction and ensuring alignment with overall company goals; specifically driving adoption for ServiceNow’s most strategic customers and engagements. Develop and implement leading practices, methodologies, and tools to drive efficient and high-quality project delivery.
• Lead a team of Engagement managers focused on our Middle East & Africa customers to ensure that all engagements are delivered on time, budget and realizing the value defined for the customer.
• Guide your team to deliver the implementations with excellence to ensure that the customer has a great implementation journey.
• Work closely with the Expert Services Go-To-Market leaders to ensure that the right business is being proposed to our customers to drive successful adoption of the ServiceNow software and that our Expert Services teams are deployed to the right customers in the right way.
• Be accountable for the revenue target for the Middle East & Africa Expert Services business, understanding the annual plan, reporting progress vs the plan and then taking necessary actions to mitigate any deviations from the plan.
• Build and maintain strong relationships for the most strategic engagements. Understand client needs, ensure project alignment with business objectives, and drive client satisfaction.
• Maintain customer relationships for the most strategic engagements, working through complex risks and issues to deliver successful outcomes.
• Plan, lead, develop and manage your team of delivery leaders and engagement managers to make sure that we have the appropriate headcount and skills, aligned to the annual plan and developing book of business.

To be successful in this role you have:

• Experience: 10+ years in a leadership role focused on ServiceNow or similar platforms, including at the EMEA level.
• Expertise: Proven experience in managing large-scale SaaS implementations (ServiceNow, Salesforce, Pega...)
• Leadership: Strong leadership and team management skills, with a track record of building and leading high-performing teams.
• Project Management: Proficient in project management methodologies and tools, with a history of successful project delivery.
• Client Focus: Excellent client relationship management skills, with a focus on delivering exceptional service and value.
• Communication: Outstanding verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
• Travel required up to 50%.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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