Director, ServiceNow Delivery

Director Of ServiceNow Delivery

TQA is looking for a director to own our ServiceNow delivery capability from the ground up. This means building the team, running the practice day to day, and maintaining oversight across every ServiceNow project we deliver. 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.

This role suits someone who has spent serious time in the ServiceNow ecosystem, understands where it is heading with AI and data, and is ready to lead a practice rather than just work within one. You do not need to be the most technical person in the room, but you need to understand what is being built, what good looks like, and where the hard problems live.

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

Required Skills and Experience

Leadership and delivery

• 5+ years operating in the ServiceNow ecosystem at a senior level, whether as an architect, delivery lead, or practice manager
• 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. You do not need to be hands-on day to day, but you need enough depth to lead credibly and make good decisions:

• 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

What Success Looks Like In Year One

• Every active ServiceNow delivery is running to a consistent standard, with clear ownership and visibility
• The team is growing in the right direction, with defined roles, development plans, and low attrition across geographies
• A growing library of reusable IP is being actively used in pre-sales and new engagements
• A strong working relationship is established with the GTM lead, and delivery capability is directly feeding commercial momentum
• AI tooling is embedded in how the team works, visibly improving speed and quality
• TQA has a ServiceNow delivery practice that clients trust and that the business can scale from

Why TQA

TQA is a growing agentic AI consultancy with deep expertise across ServiceNow, Microsoft, and UiPath. We work with enterprise clients to solve real problems, not just run pilots. We are a global team that moves fast, takes quality seriously, and believes the best consulting firms build lasting assets, not just project history. This is a chance to build something, not just run it.