Director ServiceNow Practice Delivery and Operations

Job description

Fujitsu America is an Elite ServiceNow partner looking for a motivated delivery and operations leader to join our team of passionate professionals.

This person will be responsible for driving the successful delivery of ServiceNow consulting engagements, ensuring operational excellence, and leading a high-performing delivery team.

You will set the standards and oversee project execution, manage resource planning, and maintain high-quality service delivery, all while optimizing processes to enhance efficiency and customer satisfaction.

This role requires experience with ServiceNow consulting implementations, a strategic mindset, and strong leadership to align delivery capabilities with business goals.

**Work Style:**

+ Remote - Candidates may be based anywhere in North America

**What we offer:**

+ The opportunity to shape ServiceNow Delivery and Operations standards and practices
+ Unrivalled investment and training in you and your career
+ A people first approach and a culture of innovation and inspiration
+ Competitive salary and generous benefits
+ A flexible and creative environment for everyone

This is a great time to join our Fujitsu team; we are globally committed and invested in rapidly expanding this dynamic business line.

Fujitsu is also working directly with ServiceNow leadership to partner and jointly drive value proposition for our customers.

Our successful Practice has experienced significant growth year over year.

**Responsibilities** :

**Delivery Leadership & Governance**

+ Oversee the successful execution of ServiceNow projects, ensuring timely delivery, budget adherence, and quality standards.
+ Refine and implement delivery governance frameworks, methodologies, and best practices.
+ Lead governance activities for ServiceNow engagement and or managed services support
+ Drive a culture of accountability, continuous improvement, and innovation within the delivery teams.
+ Serve as the escalation point for project risks and issues, proactively resolving challenges.
+ Manage program leaders, project managers, and other operations related roles

**Operational Excellence & Process Optimization**

+ Develop and optimize operational processes to improve efficiency, scalability, and profitability.
+ Monitor and enhance delivery KPIs, SLAs, and customer satisfaction metrics.
+ Liaise with Alliance leadership on capture of ServiceNow partnership metrics
+ Implement automation and best practices to streamline delivery workflows.

**Financial & Business Performance**

+ Manage delivery budgets, profitability, and operational costs to maximize financial performance.
+ Identify opportunities to enhance margins, optimize project pricing, and drive revenue growth.
+ Contribute to business planning, forecasting, and strategic initiatives.

**Resource & Capacity Management**

+ Oversee resource planning, allocation, and utilization to ensure optimal project staffing.
+ Develop talent within the delivery team, fostering skill growth and career progression.
+ Partner with recruitment teams to attract and retain top ServiceNow talent.

**Customer & Stakeholder Engagement**

+ Build and maintain strong relationships with clients, ensuring a superior experience and driving customer success.
+ Collaborate with sales, presales, and account management teams to support business growth and expansion.
+ Provide strategic insights and guidance to customers on best practices and ServiceNow capabilities.

**Key Interfaces**

+ Interface with Fujitsu ServiceNow Excellence (FSX) global team for regional support
+ Coordinate with Global Delivery, Near Shore Delivery Centers, and established vendors partners for resource management, delivery execution and issues
+ Provide delivery insights with respect to Presales and other opportunities
+ Work with finance on financial forecasting of account revenue, margin and for invoice validation and follow-up
+ Interface with Sales to ensure customer alignment needs

**Key metrics and results**

+ Cost-to-serve (as % of revenue, adherence to deal budget)
+ Delivery Quality (SLA management, number of red accounts)
+ Labor Cost
+ Total Contract Value (TCV), Total Contract Margin (TCM)
+ Invoiced revenue
+ ServiceNow specific delivery and partnership metrics
+ Billability and utilization of resources
+ Client satisfaction (Net Promoter Scores, client references, renewal rate)
+ Margin improvement and cost reduction
+ Resource management (fulfillment, staffing, onboarding, inputs for appraisal, etc.)
+ Capture of customer success stories

**Qualifications** :

+ 10+ years of experience in leading IT consulting, professional services, managed services, or technology delivery, with a focus on ServiceNow.
+ Proven experience leading large-scale ServiceNow implementations and transformation programs.
+ Experience with P&L management, revenue forecasting, and strategic planning.
+ Deep understanding of ServiceNow best practices, governance, and enterprise service management
+ Strong knowledge of ServiceNow platform capabilities
+ Expertise in Agile, ITIL, and project management methodologies (PMP, SAFe, or similar certifications are a plus).
+ Exceptional leadership, communication, and stakeholder management skills.
+ Experience in building and managing high-performing teams in a fast-paced consulting environment.
+ Strong analytical and problem-solving skills with a data-driven approach to decision-making.
+ Experience working with alliances and business partners
+ Ability to drive transformation initiatives and introduce new delivery models, such as AI and automation-driven service management.
+ Lead virtual teams and successfully build relationships with CXO-level stakeholders.
+ Skilled in identifying value-creation opportunities and in influencing, collaboration and relationship building
+ Cultivate delivery talent and develop successful delivery leaders

**Soft Skills**

+ Deep empathy for customers business objective/goals and their pain points
+ A self-starter, with a purpose driven, growth mindset
+ Passionate about working with people and problem solving
+ Strong verbal and written communication skills
+ Highly motivated to succeed and a strong sense of ownership
+ Team and talent management skills
+ Stays current on existing and emerging technology and industry trends, especially ServiceNow

**How you’ll grow**

At Fujitsu, we believe in positive and supportive culture and foster People First approach.

This type of culture focuses on employee’s aspirations, mapping to Fujitsu’s growth plan, which creates creating a win – win situation.

The employees can use their strengths to do their best work every day.

There is always room to learn and if employees want to make a lateral move, the organization will work with employees to make that happen.

We offer various avenues for our employees to learn and expand their knowledge in a specific business domain or a technology domain or just pure self-improvements.

**Benefits**

At Fujitsu, we know that great people make a great organization.

We value our people and offer employees a broad range of benefits.

**_Our commitment to diversity and equity:_**

_At Fujitsu, one of our corporate principles is We respect human rights.

This principle underpins all our corporate and individual activities and guides the actions of every member of the Fujitsu Group.

We embrace diversity and equal opportunity.

Qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or orientation, sexual orientation, national origin, genetics, disability, age or veteran status.

By empowering people, we can unleash our collective strengths to create a better experience for our employees, customers, and partners._

_Fujitsu salaries are aligned to the specific geographic location in which the work is primarily performed.

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the circumstances of each situation.

The pay range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: specific skills, qualifications, experience, and comparison to other employees already in this role.

The pay range for this position is estimated_ **_at $166.560 to $233,184 USD_** _.

Additionally, this role may be eligible for a short-term incentive based on company results and individual performance._

_As a technology company, Fujitsu recognizes that human resources are its most important capital.

To create an environment where all employees can work positively and healthily, both in mind and body, we offer a full range of health, 401K, and other benefits._

#LI-GP1

#LI-Remote

_Fujitsu at a Glance_

_Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services.

Approximately 132,000 Fujitsu people support customers in more than 100 countries.

We use our experience and the power of ICT to shape the future of society with our customers._

_We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition.

This has been the foundation of Fujitsu’s success since its inception.

In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation.

Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace.

With a spirit of challenge, we are committed to the continuous creation of new value.

Fujitsu wants innovators like you!_

_At Fujitsu, one of our corporate principles is We respect human rights.

This principle underpins all our corporate and individual activities and guides the actions of every Fujitsu Group member.

We embrace diversity and equal opportunity.

Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners._

_California Consumer Privacy Act (CPPA), read here (https://www.fujitsu.com/us/Images/CALIFORNIA-CONSUMER-PRIVACY-ACT-NOTICE.pdf)_
**Requisition ID** : 31479

Required Skill Profession

Other General