Head of Technical Delivery Management

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

Our Mission NewRocket, a global, full-service Elite ServiceNow 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 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.

We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. 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 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. 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,

Ensure Portfolio and projects are contributing to margin as expected

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

Participate in pre-sales customer meetings, deal reviews, SOW and RFP reviews

In partnership with Sales, drive and influence bookings within new logos and existing accounts

Collaborate with Sales to define standards for hand-off to delivery and alignment on customer expectations in line with SOW

Align with Area Sales lead to help drive opportunities to meet bookings and revenue targets

Revenue Under Management

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

What You Bring Along 12+ years of experience in Professional Services or Consulting Delivery

6+ years' experience ServiceNow TSOM, CSM, TI, FSM, OSS, and/or 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

Ability to assess and mitigate risk

Financial knowledge

Sales value training an asset

Preferred Certifications Agile certification

SCRUM certification

PMP Certification

ServiceNow SPM Certification

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 hr.