Delivery Director - AI Foundry & Anthropic Business-Eastern US

Delivery Director – AI Foundry & Anthropic Business

Location: [Hybrid / Remote]

Travel: Up to [25%], based on client and business needs

About NewRocket

NewRocket is the AI-first Elite ServiceNow Partner that activates real value on the Now Platform. As a trusted advisor to enterprise leaders, we combine industry expertise, human-centered design, and enterprise-grade AI to help organizations navigate change and scale with confidence.

NewRocket is proud to be an Anthropic partner/vendor. Through this relationship, we are expanding our ability to help enterprise clients responsibly design, deploy, and scale AI solutions powered by Claude and other leading AI technologies. Our AI Foundry teams apply Anthropic-aligned practices across prompt and context engineering, retrieval-augmented generation (RAG), agentic workflows, tool use, structured outputs, model evaluation, security, governance, and human-in-the-loop controls.

We #GoBeyondWorkflows to create new kinds of experiences for our customers.

Overall Job Summary

The Delivery Director – AI Foundry & Anthropic Business is responsible for delivery and operational excellence, customer satisfaction, portfolio health, and account growth across NewRocket’s enterprise AI and Anthropic-focused services.

This leader owns and manages executive client relationships to enable seamless delivery across NewRocket’s AI Foundry offerings. These may include AI strategy and readiness, Claude-powered applications, AI platform architecture, retrieval-augmented generation (RAG), agentic AI, workflow automation, data and knowledge enablement, ServiceNow integration, governance, adoption, and managed AI operations.

In partnership with Project Managers, Engagement Managers, Program Managers, Architects, and other engagement-oversight roles, the Delivery Director oversees the assigned portfolio with a hands-on approach. This includes providing direction, governance, and escalation leadership; ensuring quality and compliance; managing risks and financial performance; aligning scope, staffing, and delivery plans; and delivering measurable value and high client satisfaction.

The Delivery Director also partners with Sales, Solution Consulting, Practice Leaders, and the Anthropic/AI Foundry teams to support bookings, grow existing client relationships, and expand NewRocket’s enterprise AI business. They build trusted relationships with client decision-makers, shape opportunities, validate scope and estimates, identify staffing needs, and ensure a seamless handoff from Sales to Delivery.

The Director is accountable for all projects and programs in their assigned AI Foundry portfolio. They work closely with Professional Services, Managed Services, Resource Management, and Delivery Excellence leadership to define and operate a best-in-class enterprise AI delivery organization. The successful candidate fosters an environment of trust, collaboration, accountability, innovation, and high performance while delivering excellent customer experiences.

Key Job Responsibilities & Accountabilities

Delivery Excellence

• Delivery Excellence

Portfolio, Program & Client Leadership

• Ensure high-quality, on-time, and on-budget delivery across the assigned AI Foundry and Anthropic services portfolio.
• Develop trusted relationships with client executives, program sponsors, technical leaders, and business stakeholders to drive successful project outcomes, adoption, account expansion, and long-term growth.
• Oversee delivery of enterprise AI engagements, including AI strategy, AI readiness, Claude-powered solutions, RAG, agentic AI, AI platform enablement, workflow automation, ServiceNow integration, data enablement, governance, and managed services.
• Maintain an active executive oversight role for a subset of key programs and accounts, including proactive engagement with customer executives, delivery health reviews, escalation management, risk mitigation, quality governance, and value-realization tracking.
• Serve as a senior escalation point for delivery, scope, stakeholder, quality, technical, security, adoption, and commercial issues across the portfolio.
• Ensure delivery teams define measurable business outcomes, success criteria, adoption metrics, and value-realization plans for each engagement.
• Guide teams and clients through the practical realities of enterprise AI delivery, including evolving requirements, model limitations, data readiness, integration complexity, security expectations, governance needs, and change-management requirements.

Delivery Governance, Quality & Methodology

• Drive compliance and accountability with NewRocket’s delivery methodology, delivery standards, quality framework, project controls, and client-governance practices.
• Ensure engagements have clear scopes, roles, responsibilities, milestones, acceptance criteria, dependencies, assumptions, risks, and change-control processes.
• Confirm AI solutions are delivered using responsible AI practices appropriate to the engagement, including security, privacy, human oversight, data controls, evaluation, testing, observability, and operational readiness.
• Ensure AI delivery teams apply appropriate controls for sensitive data, access-aware retrieval, prompt injection, grounded responses, tool permissions, output validation, human-in-the-loop approvals, and agentic workflow risk.
• Partner with AI Architects, AI Platform Architects, Forward Deployed AI Engineers, ServiceNow Architects, and client teams to ensure technical quality, solution scalability, performance, and alignment with approved architecture.
• Collaborate with the Delivery Excellence team to continuously improve the AI Foundry delivery framework, engagement models, governance processes, delivery accelerators, and reusable playbooks.
• Communicate and promote NewRocket’s delivery-excellence approach across global delivery teams.

Sales-to-Delivery Transition

• Partner with Sales, Solution Consulting, and client stakeholders to ensure a seamless transition from opportunity shaping through implementation and ongoing delivery.
• Participate in Statement of Work (SOW), proposal, RFP, scope, estimate, delivery-model, and staffing reviews.
• Confirm client expectations, success criteria, delivery assumptions, governance structures, technical dependencies, data requirements, security considerations, and AI operating-model needs are accurately represented before project launch.
• Define delivery roles, responsibilities, project governance, kickoff requirements, and mobilization plans for new AI Foundry engagements.
• Facilitate effective project kickoff preparation and establish a clear, trusted client-delivery relationship from the outset.
• Operational Excellence
• Oversee AI Foundry portfolio planning, project health, capacity, dependencies, risks, milestones, financial performance, and delivery forecasting.
• Be accountable for portfolio revenue forecasts, utilization, backlog, bookings conversion, delivery margin, and operational performance for the assigned Area.
• Ensure the portfolio and individual projects contribute to gross margin expectations while protecting customer outcomes, quality, and long-term account health.
• Partner with Resource Management and Practice Leadership to ensure projects are staffed appropriately with the necessary AI, cloud, data, ServiceNow, product, design, governance, program-management, and change-management capabilities.
• Collaborate with the VP of Professional Services and AI Foundry practice leadership to ensure the right expertise is available for complex client programs.
• Drive effective, productive, and sustainable use of global delivery resources, including India-based and distributed teams.
• Monitor and manage billable and non-billable time, staffing utilization, delivery costs, project margin, forecast accuracy, and resource allocation.
• Identify recurring delivery challenges and work with leadership to improve processes, platforms, delivery models, accelerators, and operating practices.
• Ensure appropriate operational handoffs to Managed Services or client operations teams, where applicable, including documentation, support models, monitoring, governance, and service-transition requirements.
• People Management & Leadership
• Coach, mentor, and develop Crew Members, including direct and indirect reports across AI, engineering, architecture, ServiceNow, consulting, program management, data, and platform disciplines.
• Lead teams in a manner that reflects NewRocket’s Delivery vision, values, client-first mindset, collaboration standards, and commitment to continuous learning.
• Manage career progression and employee development through hiring, onboarding, goal setting, performance reviews, feedback, mentoring, coaching, and succession planning.
• Facilitate the execution of NewRocket’s Career Coach model.
• Build and sustain high-performing, inclusive teams that work effectively across functions, geographies, cultures, and time zones.
• Create opportunities for team members to develop skills in enterprise AI, Anthropic and Claude solutions, ServiceNow AI, agentic workflows, data and cloud platforms, delivery leadership, governance, and client advisory.
• Partner with practice and resource leaders to identify capability gaps, develop talent plans, and recruit the expertise needed to scale the Anthropic and AI Foundry business.
• Promote knowledge sharing, reusable delivery assets, technical playbooks, post-engagement learning, and continuous improvement across the organization.
• Region Growth & Client Expansion
• Participate in pre-sales customer meetings, account planning, opportunity reviews, deal reviews, SOW reviews, RFP responses, and solution-shaping activities.
• In partnership with Sales, drive bookings and expansion within existing client accounts and influence bookings for new logos.
• Build executive-level relationships that identify additional opportunities for NewRocket’s AI Foundry, Anthropic, ServiceNow, managed services, data, experience, and transformation offerings.
• Help clients define and prioritize high-value AI use cases that align with strategic goals, data availability, risk tolerance, expected outcomes, and operational readiness.
• Provide delivery leadership and commercial input on solution scope, staffing, estimates, timelines, risks, client responsibilities, assumptions, and implementation approaches.
• Align with Area Sales leadership to help drive opportunities that meet bookings and revenue targets.
• Collaborate with Sales to establish consistent handoff standards and ensure client expectations are aligned with SOW commitments and delivery capability.
• Support NewRocket’s Anthropic partnership by representing NewRocket’s capabilities in Claude-powered enterprise applications, AI platform services, agentic AI, RAG, responsible AI, and ServiceNow-connected AI workflows.
• Identify trends and recurring client needs that can inform new AI Foundry offerings, Agent Packs, reusable accelerators, delivery methodologies, and thought-leadership opportunities.

Portfolio Growth & Performance Accountability

The Delivery Director is accountable for portfolio growth and performance against defined targets, which may include:

• Bookings
• Revenue Under Management
• Gross Margin
• Forecast Accuracy
• Utilization
• Client Satisfaction (CSAT)
• Net Promoter Score (NPS), where applicable
• On-time and on-budget delivery performance
• AI solution adoption and measurable value realization
• Account retention, expansion, and referenceability

Specific targets will be provided separately and may be adjusted to align with broader NewRocket business goals.

• Personal Utilization
• Maintain personal utilization in alignment with NewRocket expectations and the assigned leadership role.
• Participate directly in high-value client activities, including executive governance, delivery oversight, account strategy, escalations, solution shaping, workshops, and strategic advisory work.

Skills, Knowledge & Abilities

• Deep knowledge of consulting, professional services, enterprise delivery, and client-account management.
• Deep knowledge of portfolio, program, and project-management methodologies and delivery governance.
• Strong understanding of enterprise AI delivery, including generative AI, LLMs, Claude, RAG, agentic AI, workflow automation, data readiness, cloud platforms, AI governance, and adoption.
• Broad understanding of ServiceNow domain areas, platform capabilities, enterprise workflows, integrations, and AI-enabled experiences.
• Familiarity with Anthropic and Claude enterprise implementation concepts, including prompt and context engineering, tool use, structured outputs, RAG, responsible AI, evaluation, and human-in-the-loop controls.
• Ability to assess, communicate, and mitigate complex technical, delivery, financial, security, data, operational, and stakeholder risks.
• Strong financial acumen, including forecasting, revenue management, margin management, utilization, estimation, and delivery-cost control.
• Strong written, verbal, presentation, facilitation, and executive-stakeholder communication skills.
• Proven ability to lead, motivate, and align multifunctional teams across multiple time zones.
• Strong people-leadership skills, including the ability to provide timely, constructive, and positive feedback.
• Ability to collaborate effectively with Sales, Delivery, Professional Services, Managed Services, Resource Management, Product, Engineering, Practice, and executive leadership.
• Ability to simplify complex technical and business situations into practical decisions, clear delivery plans, and measurable outcomes.
• Comfortable working in a matrixed organization, managing ambiguity and change, and operating in a fast-paced growth environment.
• Sales-value training or consultative-selling experience is an asset.

Required

Education & Experience

• Bachelor’s degree and/or equivalent relevant work experience.
• 12+ years of experience in professional services, consulting, technology delivery, digital transformation, enterprise platforms, or a related field.
• 8–12 years of experience in program and project management, delivery leadership, or client engagement management.
• 5+ years of experience in portfolio management, account delivery leadership, or P&L/margin accountability.
• 5+ years of people-management experience, including coaching and developing technical, consulting, delivery, or cross‑functional teams.
• 2+ years of delivery leadership on enterprise AI/GenAI programs, including at least one production LLM or agentic deployment.
• Experience leading complex enterprise technology programs involving multiple stakeholders, distributed teams, interdependent workstreams, and executive governance.
• Experience supporting pre‑sales, SOW development, estimation, solution shaping, or account‑growth activities.

Preferred

• Experience delivering enterprise AI, generative AI, machine learning, data, cloud, workflow automation, ServiceNow, and digital-transformation programs.
• Experience supporting Claude, Anthropic, LLM, RAG, agentic AI, AI-platform, responsible‑AI, or AI‑governance initiatives.
• Experience in ServiceNow professional services, ServiceNow implementation, ServiceNow managed services, or related enterprise‑platform delivery.
• Experience leading globally distributed delivery teams, including offshore or India‑based delivery resources.
• Experience in a high-growth consulting, systems integration, technology partner, or professional‑services organization.

Certifications

The Following Are Strongly Preferred But Not Required

• Agile certification
• Scrum certification
• PMP certification
• ServiceNow Strategic Portfolio Management (SPM) certification
• ServiceNow certifications relevant to the candidate’s area of expertise
• Cloud, AI/ML, or responsible‑AI certifications
• Anthropic Academy, partner enablement, or other Claude‑related technical or business education

Why This Role Matters

The Delivery Director – AI Foundry & Anthropic Business is essential to ensuring that NewRocket’s enterprise AI ambitions translate into consistently excellent client outcomes.

By ensuring successful delivery, responsible AI adoption, measurable value realization, healthy margins, satisfied clients, and scalable account growth, the Delivery Director helps NewRocket—and our clients—confidently #GoBeyondWorkflows.

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 View email address on click.appcast.io