Job Description
We'reingrowthmodeinthe ANZ region—andwe'relooking for a proven leader to structureandoversee thedeliveryoflarge-scale, cross-functional transformation programs on the ServiceNow AI Platform.
This role is central to our mission : to make ServiceNow thebest buying decision our customers have ever made.
Day to day, the role of the Director, Customer EngagementLeaderis to oversee all Engagement Managersand Pre-Sales Solution Architects- responsible forscoping and delivering theprograms and projects that drive value for our customers.This includespre-sales, program and technical scopingprogram management,oversightand day to day management ofEngagement Managerteams and strong negotiation in areas of scope, financialbudgetingand product usage.The work may be done independently with our customers, or in a co-delivery model with our partner ecosystem.
What you get to do in this role :
Build and Lead the Team
* Lead, mentor, and developtheteam, equipping them to engage confidently inscoping and deliveringstrategic pursuits and customer conversations.
* Developnew orleverageexistingqualityassuranceprocess to ensuretheSNExpertServicesdelivery istheexemplaarimplementationpartner.
* Provide coaching and oversight to ensure opportunities consistently link sales positioning with credible delivery commitments.
* Foster collaboration across Sales, Customer Success,Delivery Excellence, and Solution Consulting to drive one-team alignment on transformational strategies.
* Support hiring, onboarding, and career development, ensuring the team stays at the forefront of ServiceNow's AI-driven go-to-market approach.
* Represent the team inANZplanning, forecasting, and leadership forums.
Lead Strategic Programs and Pursuits
* Structure and negotiate large-scale transformation programs with customers, balancing customer outcomes with commercial and delivery risk.
* Position ServiceNow as the strategic AI platform underpinning customer transformation.
* Partner with Sales leadership to align on pursuit strategy and ensure the AI platform pitch is executable, profitable, and compelling.
* Influence and align with C-level stakeholders on strategy, scope, and success criteria.
* Oversee all program delivery services across the region, ensuring on-time, on-budget execution aligned to customer outcomes.
* Serve as the senior executive for program escalations, coordinating resolution with Delivery Excellence teams as well as Product, Engineering, and Customer Excellence teams.
Qualifications
What You Bring
* AI driven : Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
* ProvenPre-Sales andProgramLeadership at Scale : Experience structuring and leading large-scale, cross-functional transformation programs in complex globalorganisations, ideally gained in a global systems integrator or top consultancy.
* Team Building & Scale : Demonstrated success building and leading high performing organizations across delivery, support, and partner ecosystems.
* Technical Credibility : Deep technicalproficiencywitha track recordof successfully executing enterprise-scale implementations or transformations.
* Customer-Centric Mindset : Client-first orientation with strong executive relationships and a trusted presence in front of C-level customers.
* Operational Discipline : Expertise in managing key business metrics —utilization, revenue, and delivered margin — whilemaintainingquality and customer satisfaction.
* Complex Escalation Management : Experience managing large-scale, high-visibility escalations and driving resolution in multi-stakeholder environments.
* Partner Integration Experience : Proven success in integrating and governing partner delivery to expand capacity whilemaintainingtechnical excellence.
Exceptional people engagement and performance
* World class pre-sales close rates
* Predictable, high-quality delivery outcomes aligned to customer value.
* Strong partnership with Services Sales & DeliveryExcellencethat accelerates customer success and revenue expansion.
* Consistent achievement of EMutilization, margin, and CSAT targets across the region.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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