Head of Delivery Transformation

### Delivery Transformation Strategy

• Develop and own the enterprise-wide ServiceNow delivery transformation strategy and roadmap.
• Assess current delivery processes, organizational structures, tools, methodologies, and performance to identify opportunities for improvement.
• Build a scalable delivery operating model capable of supporting continued growth across customers, industries, geographies, and ServiceNow product lines.
• Establish standardized delivery frameworks while maintaining flexibility for complex enterprise engagements.
• Partner with executive leadership to align delivery transformation initiatives with growth, profitability, customer satisfaction, and strategic objectives.
• Lead organizational change associated with new delivery methodologies, processes, tools, and technologies.

### Delivery Excellence & Governance

• Establish consistent standards for the delivery lifecycle, including discovery, estimation, solution design, implementation, testing, deployment, adoption, and transition to managed services.
• Implement delivery governance, quality gates, health checks, executive reviews, and escalation frameworks.
• Improve predictability around project scope, timelines, resource requirements, financial performance, and customer outcomes.
• Develop repeatable playbooks, templates, accelerators, and delivery methodologies.
• Identify delivery risks early and establish mechanisms to proactively address scope, resource, quality, and customer issues.
• Partner with delivery leaders to improve execution across strategic and complex ServiceNow engagements.

### AI, Automation & Delivery Innovation

• Define how AI, automation, ServiceNow AI capabilities, and emerging technologies can improve the delivery lifecycle.
• Identify opportunities to automate repetitive delivery activities across requirements gathering, documentation, development, testing, project management, reporting, and quality assurance.
• Establish an AI-enabled delivery model that increases consultant productivity while maintaining appropriate governance and quality controls.
• Evaluate and implement tools that improve delivery efficiency, knowledge reuse, estimation accuracy, and project visibility.
• Build reusable intellectual property, accelerators, frameworks, and automation that differentiate the organization's ServiceNow delivery capabilities.
• Measure productivity improvements and financial impact resulting from automation and AI adoption.

### Operational & Financial Performance

* Drive improvements across key professional services metrics, including: + Utilization + Billability + Gross margin + Project profitability + Revenue realization + Forecast accuracy + Delivery capacity + On-time delivery + Customer satisfaction * Partner with Finance and Delivery leadership to improve project forecasting, resource planning, and financial visibility. * Establish executive dashboards and KPIs that provide real-time insight into the health and performance of the delivery organization. * Identify operational inefficiencies and develop measurable improvement initiatives. * Create greater consistency between sales estimates, project staffing, delivery effort, and realized project economics.

### Workforce & Resource Transformation

• Develop a scalable workforce strategy across employees, contractors, nearshore/offshore resources, and specialized delivery partners.
• Partner with Talent Acquisition and Resource Management to forecast future ServiceNow skill and capacity requirements.
• Establish workforce models aligned to demand, utilization, project economics, and customer requirements.
• Identify capability gaps across ServiceNow products and develop strategies to build, buy, partner, or contract for required expertise.
• Improve resource deployment and reduce unnecessary bench time while maintaining sufficient capacity for anticipated demand.
• Develop career paths, competency frameworks, certification strategies, and skill-development programs for delivery professionals.

### ServiceNow Delivery Capability

* Help define delivery standards across ServiceNow capabilities such as: + ITSM + ITOM / CMDB / CSDM + HRSD + CSM + SPM + SecOps + IRM + Source-to-Pay + Asset Management + Telecom + AI / Now Assist + Custom Applications / App Engine + Integrations and Platform Engineering * Partner with ServiceNow architects and practice leaders to establish architectural standards and reusable solution patterns. * Ensure delivery practices remain aligned with ServiceNow product evolution, implementation methodologies, and ecosystem best practices. * Support development of new ServiceNow offerings and repeatable industry solutions.

### Sales-to-Delivery Alignment

• Partner with Sales, Solution Consulting, and Practice Leadership to improve the transition from opportunity solution SOW delivery.
• Establish stronger standards around estimation, staffing assumptions, timelines, scope, dependencies, and delivery risk before contracts are signed.
• Participate in strategic pursuits and complex deal reviews where delivery risk or transformation expertise is required.
• Improve feedback loops between Delivery and Sales to increase the accuracy and profitability of future engagements.
• Ensure commitments made during the sales process can be delivered successfully and profitably.

### Customer & Executive Leadership

• Serve as an executive escalation point for strategic or transformational ServiceNow programs.
• Build trusted relationships with customer executives and ServiceNow stakeholders.
• Participate in executive steering committees and strategic customer reviews.
• Help recover challenged engagements and establish corrective action plans when necessary.
• Translate delivery performance into meaningful business outcomes for customers.
• Represent the organization's delivery capabilities in strategic customer, partner, and ServiceNow conversations.

Key Performance Indicators

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Success in this role will be measured through improvements in

• Delivery gross margin and project profitability
• Consultant utilization and billability
• Revenue realization
• Project delivery predictability
• On-time and on-budget delivery
• Customer satisfaction / CSAT
• Project escalation and recovery rates
• Resource forecasting accuracy
• Employee productivity
• AI and automation adoption
• Reusable IP and accelerator adoption
• Time from signed SOW to project kickoff
• Delivery capacity and scalability
• Employee engagement and retention

Qualifications

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### Required

• 12+ years of experience within professional services, technology consulting, enterprise transformation, or delivery leadership.
• 7+ years of leadership experience managing complex consulting or technology delivery organizations.
• Strong experience within the ServiceNow ecosystem.
• Experience working for a ServiceNow partner, global systems integrator, consulting firm, or large enterprise ServiceNow organization strongly preferred.
• Demonstrated success transforming or scaling a professional services or technology delivery organization.
• Strong understanding of professional services economics, including utilization, billability, gross margin, project profitability, resource planning, and revenue forecasting.
• Experience establishing delivery methodologies, governance frameworks, operating models, and performance metrics.
• Experience managing complex enterprise technology programs involving multiple workstreams and stakeholders.
• Strong understanding of ServiceNow implementation lifecycles and enterprise platform delivery.
• Demonstrated ability to lead organizational change across distributed teams.
• Executive-level communication and stakeholder-management skills.

### Preferred

• Experience leading delivery within a ServiceNow Elite or Global Elite Partner.
• Experience managing distributed delivery teams across the United States, LATAM, nearshore, and/or offshore locations.
• Experience implementing AI-enabled consulting or software delivery practices.
• ServiceNow certifications such as CSA, CIS, CAD, CTA, or CMA.
• Experience building professional services organizations during periods of rapid growth.
• Experience developing reusable IP, accelerators, managed services, or repeatable ServiceNow offerings.
• Experience working directly with ServiceNow sales, partner, and customer leadership.

Leadership Profile

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The successful Head of Delivery Transformation will be a builder and transformation leader, not simply an operational administrator. This individual should be comfortable moving between executive strategy and hands-on execution.

They should be able to evaluate how delivery operates today, identify where scale and profitability are being lost, design a better operating model, and drive the organization through the changes required to achieve it.

The ideal leader combines

ServiceNow expertise + consulting leadership + operational discipline + commercial acumen + AI/automation thinking + organizational transformation.

What Success Looks Like

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Within the first 12 months, the Head of Delivery Transformation will have established a measurable transformation roadmap, standardized critical delivery processes, improved visibility into delivery performance, strengthened sales-to-delivery alignment, introduced AI and automation into the delivery lifecycle, and demonstrated measurable improvements in utilization, project predictability, customer outcomes, and delivery margins.

Ultimately, this leader will build the operating foundation that allows the organization to scale ServiceNow revenue faster without requiring delivery costs and headcount to increase at the same rate.