Area Delivery DirectorLocation: Remote (Eastern United States)Overall Role SummaryThe Area Delivery Director - Eastern US is a senior leadership role responsible for driving delivery excellence, customer satisfaction, and portfolio growth across the Eastern United States. This leader serves as the face of NewRocket's delivery organization in the region, ensuring our clients experience seamless execution of services across the full range of NewRocket offerings.
In partnership with project managers, engagement leaders, and the sales organization, the Area Delivery Director will provide hands-on oversight, strategic guidance, and leadership for all engagements within the territory. The role is accountable for ensuring the region consistently meets delivery standards, achieves financial goals, and fosters strong, trust-based client relationships that lead to long-term growth.
Key ResponsibilitiesDelivery Leadership & Excellence
- Oversee delivery quality and customer satisfaction across all projects in the Eastern US.
- Act as a senior escalation point and trusted advisor to client executives.
- Ensure projects are staffed for success, collaborating with Resource Management and Delivery Excellence teams.
- Maintain compliance with NewRocket methodologies, ensuring margin control and continuous improvement in delivery practices.
- Actively engage on key projects to guide direction, resolve issues, and uphold delivery excellence.
Operational & Business Leadership- Own and manage the regional delivery portfolio, including forecasting, planning, and margin achievement.
- Drive efficient utilization of global delivery resources, including strong collaboration with India teams.
- Ensure smooth handoffs from Sales to Delivery, aligning scope, estimates, and staffing needs.
- Partner with Sales leaders in the Eastern US to expand accounts, secure new logos, and drive bookings growth.
People Leadership- Lead, coach, and mentor direct and indirect delivery team members across the region.
- Oversee career progression, hiring, and performance management for delivery talent.
- Foster a culture of collaboration, trust, and high performance consistent with NewRocket's values.
Growth & Impact- Accountable for achieving regional KPIs including bookings, revenue under management, margin, CSAT, and utilization.
- Strengthen relationships with clients in the Eastern US to drive expansion opportunities.
- Represent the region in cross-company delivery initiatives, ensuring alignment with corporate goals.
Qualifications- 12+ years of professional services or consulting experience, including 8-12 years in program/project management.
- 5+ years leading delivery portfolios and managing large, distributed teams.
- Strong knowledge of ServiceNow domains, delivery methodologies, and portfolio management best practices.
- 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.
- Proven ability to build client trust, mitigate risk, and manage financial performance of services portfolios.
- Excellent leadership, communication, and collaboration skills, with experience across multiple time zones.
- Bachelor's degree or equivalent required; advanced certifications (Agile, PMP, SCRUM, ServiceNow SPM) preferred.
Success Metrics- Regional Bookings Growth
- Revenue Under Management
- Gross Margin Achievement
- Customer Satisfaction (CSAT)
- Personal Utilization
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.
