Director, ServiceNow Delivery

About the role

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.

Required Skills and Experience

• Leadership and delivery
  • 5+ years operating as a ServiceNow delivery lead, or practice manager with 10+ years of experience with ServiceNow
  • 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 day
  • Experience working alongside commercial or GTM functions in a consulting environment
• Technical knowledge
  • Solid understanding of ServiceNow architecture, including AI capabilities such as Now Assist, Virtual Agent, and Workflow Data Fabric
  • Familiarity with how ServiceNow integrates with external platforms, including RPA tools like UiPath, cloud AI services like Azure OpenAI, and data platforms like Databricks
  • Working knowledge of LLMs and how they are being applied within enterprise automation and workflow contexts
  • Enough technical fluency to challenge an approach, assess a design decision, and know when to bring in deeper expertise
  • A genuine interest in how AI is changing the way professional services teams work, not just what they deliver

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