The role of theExpert Services MEA Practice Director will oversee a team of consultants responsible for delivering high-quality outcomes to our customers and partners across all the Workflows. This role reports to theDirector Expert Services MEAand plays a pivotal role in shaping and executing the delivery strategy for MEA Expert services and delivery high-impact programme across the region.

What you get to do in this role

Define and execute theMEA Expert Services delivery strategy aligned with customer needs market trends and ServiceNows business goals. Drive decisions around capability development service offerings delivery models and market positioning.
Champion transformation delivery and customer success: Ensure delivery efforts are aligned to customer business outcomes platform adoption and long-term success. Position the practice as a strategic partner for MEA transformation journeys.
Lead and grow a high-performing team ofsenior leaders and consultants fostering a culture of accountability innovation and continuous improvement.
Set up operational infrastructure SLAs governance frameworks and performance metrics for the nearshore/ offshore delivery center anchoring the practice. Implement capacity planning resource allocation and demand forecasting to enable scalable quality-driven delivery across MEA.
Manage partner execution through clear expectations weekly cadence reviews and escalation protocols. Partner with global delivery partners and ServiceNow Partner Alliance Teams to co-deliver on customer outcomes align on delivery standards and drive continuous improvement.
Translatemarket demand sales pipeline insights and strategic initiativesinto actiondriving decisions aroundhiring team structure capability development and enablement.
Own thetechnical solution qualityof delivery in MEA engagements ensuring consistent scalable and value-driven outcomes for our customers.
Position the team for scale by developing delivery models frameworks and leadership capabilities that support predictable and high-quality customer success.
Partner withProduct Business Units Sales and Customer Successto accelerate value realization inform product strategy and co-drive strategic initiatives.
Align with Expert Services counterpartsto share learnings shape global initiatives and bring best practices into the EMEA organization.
Provide strategic leadership and mentorship to senior team members supporting the resolution of complex challenges and the development of future leaders.
Champion customer transformation journeysensuring delivery efforts are aligned to business outcomes product adoption and long-term success.
Drive a culture ofcollaboration knowledge sharing and operational excellence continually evolving best practices offerings and delivery methodology.

Key Performance Measurements

Contribution to Expert Services business outcomes (revenue margin growth).
Delivery Centre operational excellence: Capacity utilization SLA compliance partner performance metrics and cost-to-serve.
Partner collaboration effectiveness: Partner execution against commitments escalation resolution time joint business outcomes and alignment on delivery standards.
Team productivity billable utilization and quality of delivery.
Customer satisfaction Expert Services value realization and adoption metrics.
Team readiness capability development and leadership bench strength.
Impact of strategic initiatives across sales delivery and product alignment.

Qualifications :

To be successful in this role you have:

Strategic Leadership & People Development

Proven experience leadingsenior-level teams including managers and consultants in aprofessional services or consulting environment within MEA region

Strong cross-functional collaborator who thrives in amatrixed global environment.

Passion forcontinuous improvement innovation and knowledge sharing.

Excellent communication and storytelling skills capable of influencing diverse audiences from consultants to C-level executives.

Additional Qualities for Success

A strategic thinker with atransformation mindset focused on long-term business impact.

Strong business acumen with the ability to connecttechnical delivery to commercial impact and product evolution.

Experience driving adoption ofemerging technologies including AI and automation in the context of enterprise service delivery.

Technology & Domain Knowledge

Familiarity with theServiceNow platformor comparable enterprise platforms (e.g. Salesforce SAP Workday); certifications or ecosystem experience is a plus.
Experience engaging directly withexecutive-level customers and partners advising on transformation strategy and value realization.
Strong ability to assess market demand interpret sales pipelines and translate commercial opportunities into delivery readiness and team investments.
Deep understanding ofconsulting methodologies such as Now Create Agile and value-based delivery approaches.
Expertise in structuring scalable delivery models and drivingoperational excellenceacross customer-facing teams.
Consulting & Service Delivery Expertise
Significant experience delivering or overseeinglarge-scale digital transformation engagements with a focus on measurable business outcomes.
Experience collaborating with partners and third party setting up nearshore/offshore delivery model

Strategic Partners and Delivery

Experience setting up and managing nearshore and offshore delivery centers building ServiceNow implementation capability
Executive presence and influence with the ability to communicate clearly inspire trust and align diverse stakeholders across functions and geographies.
Strong ability to mentor senior leaders promote leadership development and build succession plans for sustainable organizational growth.
Track record ofhiring scaling and enabling high-performing teamswith diverse skill sets while fostering a culture of excellence inclusion and innovation.
Demonstrated success indefining and executing regional or global strategies ideally in the context of enterprise technology or digital transformation.

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 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.

Remote Work :

Employment Type :

Full-time