Job DescriptionThe Team
Our Delivery Acceleration team is the operational engine driving transformational change across AMS Delivery Excellence. We own three critical mandates: proactively protecting customer health and minimizing downsell/loss risk through targeted delivery investments; scaling our partner ecosystem from boutique models to strategic 360 partnerships that extend our delivery capacity and capability; and partnering with our Acceleration & Modernization (A&M) team to embed AI-powered delivery tools and automation into every project, compressing time-to-value and accelerating customer adoption. Our Business Transformation Solution Architects work hand-in-hand with our Sales organization to scope and scope-guard large, complex deals-ensuring delivery excellence from day one.
The Role
As Senior Director, Delivery Transformation (AMS), you will lead the delivery transformation of AMS Delivery Excellence through four integrated functions: Customer Health Assurance & escalation management to mitigate delivery risk; Partner Delivery Management to scale our strategic partner program; AI Delivery Acceleration to drive adoption of intelligent delivery tools and compress time-to-value; and Business Transformation Solution Architects to support complex deal scoping and delivery readiness. You'll be instrumental in modernizing how we deliver customer value-reducing average project duration from 200 days to under 100 days while maintaining exceptional CSAT and actively capturing adoption insights to fuel A&M's product roadmap.
What You'll Do
Strategic Leadership & Delivery Transformation
- Develop and execute a comprehensive strategic plan for Delivery Acceleration, focusing on partner ecosystem scaling, AI-driven process modernization, and customer health risk mitigation across AMS.
- Partner with A&M leadership to operationalize AI-powered delivery capabilities (Auctor, AXIS agents, Config Agent, Engage Central) into standard delivery methodology-tracking adoption, capturing feedback, and feeding insights into A&M product roadmap decisions.
- Drive time-to-value compression from 200 to under 100 days through adoption of intelligent delivery tools, process optimization, and delivery team capability building.
- Monitor and manage key operational metrics-TTV reduction, adoption rates, CSAT investment ROI, partner quality/spend performance-using insights to drive continuous improvement.
Customer Health Assurance & Risk Mitigation
- Lead the Customer Health Assurance function to proactively identify and mitigate downsell/loss (D&L) risk through product adoption monitoring, delivery quality oversight, and targeted intervention strategies.
- Establish and scale delivery quality governance, ensuring our customer satisfaction scores reflect world-class execution and rapid resolution of delivery blockers.
- Manage CSAT investment programs-to recover at-risk projects and restore customer confidence, working closely with Sales, CEG Major Areas, and Delivery teams.
Partner Delivery Management & Ecosystem Scaling
- Lead the transition of our partner delivery model, coordinating with global Partner Management and regional delivery teams to scale capacity while maintaining quality.
- Establish partner delivery quality standards, performance tracking, and accountability mechanisms aligned with global spend commitments and service-level expectations.
- Build and maintain strong partner relationships, coaching partners on A&M adoption, delivery methodologies, and quality expectations.
AI Delivery Acceleration & Adoption Velocity
- Partner with A&M leadership to drive adoption of intelligent delivery tools into day-to-day project execution, ensuring teams are trained, tooling is operationalized, and barriers to adoption are systematically removed.
- Establish feedback loops to capture adoption insights, deployment blockers, and customer outcomes-synthesizing learning into actionable input for A&M roadmap prioritization.
- Lead continuous improvement initiatives to optimize delivery processes, staffing models, and offshore/nearshore delivery mix in support of time-to-value reduction and quality goals.
Business Transformation Solution Architects
- Lead the BTSA team to support Sales on large, complex ES and Integrated Success deals across AMS verticals-driving rigorous scoping, delivery readiness assessment, and partner readiness alignment.
- Ensure BTSA engagement with Sales occurs early in the deal cycle, de-risking large opportunities and establishing clear delivery expectations with customers and partners.
- Work closely with Partner Delivery Management to align 360 partner capabilities with deal scope and customer requirements.
Cross-Functional Leadership & Mentoring
- Provide active leadership to a team of delivery operations, partner management, AI enablement, and solution architecture professionals, fostering a high-performance culture centered on customer outcomes and operational excellence.
- Mentor and develop delivery professionals and partner ecosystem resources, building capability across partner organizations and internal teams.
- Collaborate with Sales, Customer Success, A&M, and global Partner Management to ensure seamless alignment on strategy, tooling adoption, and performance accountability.
QualificationsCore Experience & Expertise
- 12+ years of leadership experience in Enterprise Services delivery, consulting operations, or delivery transformation, with a proven track record in program management, quality assurance, partner ecosystem development, and customer success at scale.
- Extensive experience leading and managing delivery operations across complex, multi-partner or multi-regional delivery models, with demonstrated success in partner onboarding, quality governance, and cost optimization.
- Deep understanding of AI-powered delivery tools, automation adoption, and process modernization in the context of large-scale implementation delivery.
- Experience leading and mentoring large, cross-functional teams (25+ members) across delivery operations, partner management, quality assurance, and technical architecture roles.
- Proven expertise in customer health/risk assessment frameworks, downsell/loss mitigation strategies, and CSAT or Net Promoter Score (NPS) improvement initiatives.
Executive Engagement & Leadership
- Proven ability to consult, influence, and establish credibility with executive-level stakeholders, including customer C-suite (CIOs, CTOs), partner leadership, and internal sales and delivery teams.
- Exceptional people leadership skills, including coaching, mentoring, and talent development across diverse delivery disciplines and partner organizations.
- Ability to lead operational change initiatives-even those requiring cultural and process shifts-and inspire teams toward common goals and outcomes.
- Strong business acumen with the ability to balance customer success with operational efficiency, profitability, and risk management.
Technical & ServiceNow Knowledge
- Extensive experience delivering customer success and services across enterprise-scale implementations, with deep understanding of implementation challenges, customer business priorities, and value realization drivers.
- ServiceNow experience and familiarity with the ServiceNow platform, Acceleration & Modernization capabilities, and modern delivery tools and automation (e.g., intelligent agents, workflow automation) are highly desirable.
- Strong passion for technology enablement, process optimization, and data-driven decision-making in the context of operational excellence and customer outcomes.
Collaboration & Communication
- Experience leading collaboration with cross-functional teams across Sales, Delivery, Partner Management, Product, and Finance.
- Ability to communicate complex operational and technical concepts clearly to diverse audiences-including customer executives, partner leadership, and internal delivery teams.
- Outstanding organizational, time management, and communication skills (written, verbal, and presentation).
- Demonstrated ability to manage multiple competing priorities, drive alignment across stakeholders with differing incentives, and maintain focus on customer outcomes.
For positions in this location, we offer a base pay of
$228,900 - $412,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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