RSM
Website:
rsm.global
Job details:
Director, Global Services Delivery – ServiceNow
About Us
To address the most critical needs of our clients, RSM has built a rapidly growing ServiceNow practice focused on helping organizations transform how they deliver technology, risk, security, employee, and customer experiences. Our teams work across the United States, India, El Salvador, Canada, and the United Kingdom to deliver innovative ServiceNow solutions that drive operational efficiency, enhance user experiences, strengthen governance, and enable business transformation.
As a strategic ServiceNow Elite Partner, RSM leverages deep industry expertise, platform innovation, and global delivery capabilities to help clients maximize the value of their ServiceNow investments. Our professionals collaborate across geographies and service lines to deliver scalable solutions that generate measurable business outcomes.
The Position
The ServiceNow Director, Global Services Delivery is responsible for leading and scaling RSM's ServiceNow Global Services delivery organization in India while strengthening integration with U.S.-based practice leadership, delivery teams, sales organizations, and alliance partners.
This role serves as a leader within the ServiceNow practice, driving operational excellence, talent development, delivery quality, practice growth, and global integration initiatives. The Director will help build a high-performing ServiceNow team capable of supporting multiple workflows and industry solutions, while ensuring consistent delivery standards, strong client outcomes, and alignment with the firm's global growth strategy.
The ideal candidate brings a combination of ServiceNow delivery leadership, global team management, consulting experience, talent development expertise, and a proven ability to drive collaboration across distributed teams.
Key Responsibilities
Global Services Leadership & Operations
- Lead and expand ServiceNow Global Services delivery capabilities in India, ensuring alignment with the broader ServiceNow practice strategy and growth objectives.
- Drive integration between U.S.-based engagement teams and Global Services resources to create a seamless "One Team" delivery model.
- Establish and oversee delivery governance, operating procedures, resource management practices, and quality standards across ServiceNow engagements.
- Partner with practice leadership to develop and execute global integration strategies, delivery playbooks, and scalable operating models.
- Identify opportunities to improve delivery efficiency, utilization, profitability, and client outcomes through process optimization and innovation.
- Provide regular reporting on delivery performance, integration metrics, resource utilization, quality indicators, and operational risks.
- Collaborate across multiple time zones to support global teams and client engagements.
- Travel periodically to RSM offices and key client locations to strengthen relationships, support leadership initiatives, and foster collaboration.
Practice Growth & Business Development
- Partner with ServiceNow and consulting leadership to support U.S. market growth initiatives, account expansion, pipeline development, and strategic pursuits.
- Collaborate with sales, alliances, and delivery teams to shape solutions, develop proposals, participate in client presentations, and support executive-level discussions.
- Enable earlier and more effective Global Services participation in pursuit strategy, solution design, staffing models, and pricing approaches.
- Support ServiceNow partnership initiatives, including Product Line Achievement (PLA), Validated Practice objectives, certifications, and ecosystem alignment.
- Help develop scalable ServiceNow offerings, accelerators, and industry-focused solutions that differentiate RSM in the marketplace.
- Build and maintain trusted advisor relationships with internal stakeholders, alliance partners, and client executives.
Talent Strategy & Team Development
- Lead hiring, onboarding, retention, and career development efforts for the India-based ServiceNow practice.
- Build and maintain a highly skilled, cross-trained talent pool capable of supporting multiple ServiceNow workflows and emerging platform capabilities.
- Develop workforce strategies that align resource capacity with pipeline demand and long-term business objectives.
- Partner with training and enablement teams to establish certification roadmaps, learning paths, and capability development programs.
- Mentor and coach ServiceNow leaders, architects, delivery managers, and consultants.
- Foster a culture centered on collaboration, accountability, continuous learning, inclusion, and innovation.
- Model RSM's core values of respect, integrity, teamwork, excellence, and stewardship.
Delivery Excellence & Quality Management
- Provide executive oversight for ServiceNow engagements to ensure delivery quality, client satisfaction, financial performance, and adherence to implementation best practices.
- Establish and monitor delivery performance metrics including utilization, margins, project health, quality, and customer satisfaction.
- Act as an escalation point for complex client and delivery issues, driving timely resolution.
- Oversee quality assurance frameworks, delivery methodologies, governance standards, and reusable assets across the practice.
- Identify recurring delivery risks, quality concerns, or capability gaps and implement remediation strategies.
- Drive continuous improvement initiatives that enhance scalability, consistency, and delivery excellence.
Strategic Leadership
- Support annual business planning, operational priorities, and strategic initiatives for the ServiceNow practice.
- Stay current on ServiceNow platform innovations, workflow capabilities, partner programs, and industry trends.
- Drive the adoption of emerging ServiceNow solutions and help align platform capabilities to industry-specific business outcomes.
- Collaborate with cross-functional leaders to align ServiceNow offerings with broader consulting, cybersecurity, risk, and digital transformation initiatives.
Required Qualifications
- Bachelor's degree or equivalent experience.
- 10+ years of experience in consulting, technology services, or digital transformation, including significant leadership experience within a ServiceNow practice.
- Demonstrated success leading global or offshore delivery organizations in a professional services environment.
- Prior experience operating at a Director or senior leadership level with responsibility for delivery operations, talent strategy, and business growth.
- Strong understanding of the ServiceNow platform, ecosystem, implementation methodologies, and enterprise adoption models.
- Proven experience scaling delivery teams, establishing governance processes, and driving operational excellence.
- Experience building executive-level client relationships and supporting complex sales pursuits.
- Strong financial acumen with experience managing utilization, forecasting, margins, and delivery performance metrics.
- Exceptional communication, stakeholder management, and leadership skills.
- Ability to effectively collaborate across sales, delivery, alliance, and executive leadership teams in a global environment.
Preferred Qualifications
- ServiceNow certifications and experience across multiple ServiceNow workflows, including ITSM, ITOM, CSM, HRSD, SecOps, IRM/GRC, SPM, or AI-enabled platform solutions.
- Experience supporting ServiceNow partner achievement programs, including PLA and Validated Practice objectives.
- Proven success developing certification, learning, and talent development strategies within a ServiceNow practice.
- Experience creating industry-specific solutions, accelerators, and go-to-market offerings.
- Experience managing large enterprise or global clients.
- Knowledge of cybersecurity, governance, risk, compliance, or digital transformation service offerings.
- Relevant industry certifications preferred.
- Microsoft security certifications such as SC-100, SC-200, SC-300, and SC-401 are a plus.
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