About the job
As the Director of Delivery Acceleration Systems & Solutions, you will spearhead the assessment, integration, and enhancement of cutting-edge AI tools and key internal delivery systems that drive the success of ServiceNow Professional Services. You will lead a talented team dedicated to revolutionizing the workflows of over 1,000 consultants by integrating top-tier external technologies into our delivery ecosystem while managing essential internal tools such as estimation systems, resource management platforms, and delivery automation solutions.
This role is a unique blend of technology strategist, process innovator, and change leader. You will pinpoint external tools that effectively address genuine delivery challenges, oversee the internal systems that our consultants rely on daily, architect how these integrate with our methodologies and the ServiceNow platform, and promote widespread adoption among our consultants. Your choices will have a direct effect on delivery speed, quality, consultant productivity, and our capability to accurately estimate and fulfill customer engagements. You will operate at the convergence of innovation and operations—evaluating state-of-the-art technologies while ensuring the dependability of mission-critical internal systems. Success in this role requires the discernment to reject distractions, embrace transformative solutions, and patiently assess promising technologies that are not yet enterprise-ready—all while ensuring operational efficiency.
Key Responsibilities:
Management of Internal Delivery Systems
- Develop and refine the strategy, roadmap, and optimization of internal tools utilized by consultants on a daily basis, including estimation systems, resource management platforms, project tracking tools, and third-party delivery automation solutions.
- Ensure estimation tools deliver accurate forecasts of effort that evolve with the regular introduction and adoption of delivery acceleration tools to enhance win rates, margin predictability, and delivery planning.
- Collaborate with Finance and Delivery Operations to continually enhance estimation models based on actual project data and delivery results.
- Oversee the administration and maintenance of systems to guarantee reliability, performance, and a positive user experience for the tools relied upon by over 1,000 consultants.
- Identify current internal tool capability gaps and drive enhancements or replacements to boost consultant efficiency.
Evaluation and Selection of Third-Party Technologies
- Continuously research the market for AI-driven tools, automation platforms, and workflow technologies that can enhance our delivery capabilities.

