Area VP, Expert Services Mgmt

This role is for an Area VP, Delivery Excellence, leading ServiceNow's Technical COE across the APAC region. The leader will drive technical delivery excellence, customer success, and operational efficiency, focusing on AI and business transformation for strategic customers. Responsibilities include developing talent, overseeing technical delivery, managing performance, defining strategy, handling escalations, partnering across the business, scaling partner delivery, and advancing innovation.

Must Have

• Lead and coach a diverse team of high performing technical professionals.
• Oversee all technical delivery services across the region.
• Drive operational excellence measured by revenue attainment, utilization, delivered margin, and implementation CSAT.
• Define and execute the APAC Technical COE strategy.
• Serve as the senior executive for product-specific and technical escalations.
• Collaborate with APAC Sales, CEG, and Product teams.
• Build a robust partner ecosystem across the region.
• Leverage automation, AI insights, and best practices to improve delivery.
• 15+ years of experience leading large, complex technical delivery or professional services organizations.
• Demonstrated success building and leading 250+ person high performing organizations.
• Deep technical proficiency with a track record of successfully executing enterprise-scale implementations.
• Client-first orientation with strong executive relationships.
• Expertise in managing key business metrics like utilization, revenue, and delivered margin.
• Experience managing large-scale, high-visibility escalations.
• Proven success in integrating and governing partner delivery.

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

We’re in growth mode across the APAC region—and looking for a seasoned, strategic, and high-impact Delivery Excellence Leader to drive our Technical CoE across the region.

You will not only lead a high-performing team but also serve as a strategic pillar of our Customer Excellence Group (CEG) leadership team — working across functions to influence customer adoption, retention, and value realization. This role is central to our mission: to make ServiceNow the best buying decision our customers have ever made.

This role isn’t just about growth—it's about AI and Business transformation. You’ll be responsible for supporting large, complex, and transformational service-led deals with some of the most strategic customers across the region, while also coaching and developing your team to build those same capabilities.

The AVP, Delivery Excellence will lead the strategy, execution, and operational excellence of ServiceNow’s Technical COE across APAC. You will oversee all technical resources and are accountable for technical delivery. You will ensure customers achieve measurable outcomes through world-class implementation, value realization, and ongoing partnership.

The role owns technical delivery performance — including Architect utilization, delivered margin, product-specific escalations,— while building the technical foundation for scale and excellence

Purpose

To lead and scale Delivery Excellence, driving technical delivery excellence and customer success across every workflow and industry.

This role strengthens the bridge between Sales execution, customer value and delivery realization, ensuring customers see tangible outcomes from their ServiceNow investments while advancing operational efficiency, financial discipline, and partner scalability.

What You’ll Do

• Develop and Grow Talent

Lead and coach a diverse team of high performing technical professionals, cultivating a culture of innovation, accountability, operational rigor and customer obsession.

• Lead Technical Delivery at Scale

Oversee all technical delivery services across the region, ensuring on-time, on-budget execution aligned to customer outcomes.

• Own Delivery Performance

Drive operational excellence throughout the org, measured by revenue attainment, utilization, delivered margin, and implementation CSAT.

• Own Delivery Strategy

Define and execute the APAC Technical COE strategy aligned to business goals and customer needs, including driving the transformation required to scale operations across the ecosystem

• Manage Complex Escalations

Serve as the senior executive for product-specific and technical escalations, coordinating resolution with Product, Engineering, and Customer Excellence teams.

• Partner Across the Business

Collaborate with APAC Sales, CEG, and Product teams to align delivery capacity with pipeline and account strategy.

• Scale and Integrate Partner Delivery

Build a robust partner ecosystem across the region, ensuring capacity, consistency, and quality in partner-led delivery.

• Advance Delivery Innovation

Leverage automation, AI insights, and best practices to improve delivery predictability, customer satisfaction, and business performance.

Qualifications

• Proven Leadership at Scale:

15+ years of experience leading large, complex technical delivery or professional services organizations in a $1B+ enterprise software or cloud company.

• Team Building & Scale:

Demonstrated success building and leading 250+ person high performing organizations across delivery, support, and partner ecosystems.

• Technical Credibility:

Deep technical proficiency with a track record of 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 — while maintaining quality 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 while maintaining technical excellence.

Success in Role

• Exceptional people engagement and performance
• Predictable, high-quality delivery outcomes aligned to customer value.
• Scalable technical organization that enables growth and innovation.
• Strong partnership with Sales and Product that accelerates customer success and revenue expansion.
• Consistent achievement of utilization, 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 globaltalentss@servicenow.com 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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