Job Description We’re in growth mode in the ANZ region— and we’re looking for a proven leader to structure and oversee the delivery of large-scale, cross-functional transformation programs on the ServiceNow AI Platform. This role is central to our mission: to make ServiceNow the best buying decision our customers have ever made. Day to day, the role of the Director, Customer Engagement Leader is to oversee all Engagement Managers and Pre-Sales Solution Architects - responsible for scoping and delivering the programs and projects that drive value for our customers. This includes pre-sales, program and technical scoping program management, oversight and day to day management of Engagement Manager teams and strong negotiation in areas of scope, financial budgeting and 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 develop the team, equipping them to engage confidently in scoping and delivering strategic pursuits and customer conversations. Develop new or leverage existing quality assurance process to ensure the SN Expert Services delivery is the exemplaar implementation partner. 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 in ANZ planning, 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.