The Delivery Manager is accountable for the Engagement Management team that delivers the defined solution scope to meet the customer’s desired business outcomes. This requires the DM to build / lead the Engagement Management team and collaborate across business functions, customers and partners, ensuring proper governance is followed to gain stakeholder support for the project.
- Hires, coaches, mentors and leads the team of Customer Outcomes Program / Engagement Managers to achieve the ServiceNow goals and create a culture of high performance.
- Provides strategic thinking, building and executing a business plan to meet the Asia region objectives.
- Has strong business acumen, providing an accurate financial forecast and sound business metrics including revenue, resourcing, utilisation and unscheduled backlog.
- Leads the delivery team throughout large complex engagements, engaging at executive and sponsor levels.
- Champions ServiceNow’s leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner.
- Communicates and acts as the escalation point of contact to facilitate collaboration, decision making, internal alignment and customer buy-in on proposed solutions.
- Drives high customer satisfaction as reflected in Customer Survey scores.
- Collaborates with the Sales Account Team, Global Resource Management, Customer Outcomes leadership, Partners, and Customers to understand the customer and the engagement; including business challenges, key stakeholders, issues, and business value being delivered.
