Delivery Director (ServiceNow Global Delivery) - Telecom/ TSOM, CSM, TI, FSM, OSS, BSS

Our Mission

NewRocket, a global, full-service Elite ServiceNow and Anthropic partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customers. Our vision is to be the go-to ServiceNow Guide, creating extraordinary results with ServiceNow.

NewRocket has been awarded the “2024 BEST Award”, “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)”, “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. We are #GoingBeyond

We bring 20 years of advising and supporting clients in designing, implementing, and managing AI-enabled digital workflows to improve employee and customer experiences. An Elite ServiceNow Partner and ServiceNow Global Partner Award Winner, the Company has completed over 3,000 projects across nine industry specializations. NewRocket Goes Beyond Workflows™ to help clients transform their enterprise into a place where employees flourish, customers thrive, and people matter. With over 3,000 ServiceNow certifications, NewRocket's business strategists take a holistic, strategic approach to optimize the ServiceNow platform and help clients solve industry-specific challenges.

Our Approach to Work

At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.

We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!

Your Impact

The Regional Service Delivery Director is responsible for ensuring delivery and operational excellence, customer satisfaction and portfolio growth within their Area. This encompasses developing, owning and managing customer relationships to deliver seamless execution for clients across the NewRocket service offerings. In conjunction with Project Managers and other engagement oversight roles, the Area Delivery Director will oversee the entire portfolio to ensure successful delivery using a hands-on approach, providing direction, guidance and oversight. This could include serving as an escalation point, ensuring compliance and quality delivery, client satisfaction, controlling project margin, etc.

In addition to delivery excellence, the Area Delivery Director will partner with the sales organization to drive growth and expansion within the Area by providing support to drive successful bookings. In this capacity, the Area Delivery Director will focus on developing a rapport with prospects, understanding scope, estimates and staffing needs. Upon closing of opportunities, the Area Delivery Director will be accountable for ensuring a seamless transition from Sales to the formed delivery team. The Director is responsible for an Enterprise portfolio; complex, large-scale programs and/or projects within their assigned Area. The incumbent works with the VP Professional Service, VP Managed Services and North America Delivery head to define and implement a best-in-class delivery organization. Must maintain a team environment of trust, collaboration, and high-performance, while delivering excellent customer experiences.

Your Career

This position will require a strong desire to lead enterprise customers through a variety of innovation, product, and transformation projects, enabling them to be more agile, experimental, and customer-centric, all-in alignment with stated customer business objectives.

Delivery Excellence

• Ensure 5-star quality delivery
• Develop trust relationship with customer to drive success of project and future growth
• Collaborate with the Resourcing team to ensure project teams are staffed for success
• Collaborate with VP of Professional Services to ensure the right capability expertise is provided on the project
• Transitioning clients smoothly from the sales process to the delivery team including; SOW (Statement of Work) reviews, defining project roles and responsibilities for kick off, and facilitating kick off preparation.
• Maintaining an active role on a subset of projects in a project oversight role including; having a proactive engagement with the customer executives, serving as an escalation point, ensuring compliance and quality delivery, and controlling billable and non-billable time.
• Manage and resolve project escalations across the portfolio as required
• Drive compliance and accountability to NewRocket methodology and delivery standards
• Collaborate with the Delivery Excellence team to ensure continuous improvements to Delivery Excellence framework
• Communicate and promote the delivery excellence approach to Global Delivery team

Operational Excellence

• Oversee portfolio planning,
• Accountable for Area forecast
• Ensure Portfolio and projects are contributing to margin as expected
• Drive effective and productive usage of India resources

People Management

• Coach and mentor Crew Members both direct and indirect reports
• Oversee the development of Crew Members. Manage career progression including participation in hiring, performance reviews, mentoring and coaching
• Facilitate the execution of the Career Coach model being implemented at NewRocket

Region Growth

• a. Participate in pre-sales customer meetings, deal reviews, SOW and RFP reviews
• b. In partnership with Sales, drive and influence bookings within new logos and existing accounts
• c. Collaborate with Sales to define standards for hand-off to delivery and alignment on customer expectations in line with SOW
• d. Align with Area Sales lead to help drive opportunities to meet bookings and revenue targets

Accountable for portfolio growth with the following KPIs (specific targets will be provided separately as they will be adjusted to align with the broader NewRocket goals)

• a. Bookings
• b. Revenue Under Management
• c. Gross Margin
• d. CSAT

Personal Utilization (Target will be provided separately as they will be adjusted to align with the broader NewRocket goals)

May perform additional duties as assigned

What You Bring Along

• 12+ years of experience in Professional Services or Consulting Delivery
• 6+ years' experience ServiceNow TSOM, CSM, TI, FSM, OSS/BSS
• 5+ years of people management experience
• Deep knowledge of consulting and services
• Deep knowledge of Portfolio management methodologies
• Broad understanding of the ServiceNow Domain areas
• Strong written and verbal communication skills
• Ability to assess and mitigate risk
• Exhibit strong leadership capabilities
• Lead and motivate multifunctional teams located across multiple time zones
• Strong people leader with ability to provide positive and constructive feedback effectively
• Ability to collaborate with other leaders to achieve company goals
• Ability to simplify complex situations
• Financial knowledge
• Sales value training an asset

Preferred Certifications:

• Agile certification
• SCRUM certification
• PMP Certification
• ServiceNow SPM Certification

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [email protected] https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf