About the company
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Responsibilities
- Develop and execute a comprehensive strategic plan for Delivery Acceleration, focusing on partner ecosystem scaling, AI-driven process modernization, and customer health risk mitigation across AMS.
- Partner with A&M leadership to operationalize AI-powered delivery capabilities (Auctor, AXIS agents, Config Agent, Engage Central) into standard delivery methodology—tracking adoption, capturing feedback, and feeding insights into A&M product roadmap decisions.
- Drive time-to-value compression from 200 to under 100 days through adoption of intelligent delivery tools, process optimization, and delivery team capability building.
- Monitor and manage key operational metrics—TTV reduction, adoption rates, CSAT investment ROI, partner quality/spend performance—using insights to drive continuous improvement.
- Lead the Customer Health Assurance function to proactively identify and mitigate downsell/loss (D&L) risk through product adoption monitoring, delivery quality oversight, and targeted intervention strategies.
- Establish and scale delivery quality governance, ensuring our customer satisfaction scores reflect world-class execution and rapid resolution of delivery blockers.
- Manage CSAT investment programs—to recover at-risk projects and restore customer confidence, working closely with Sales, CEG Major Areas, and Delivery teams.
- Lead the transition of our partner delivery model, coordinating with global Partner Management and regional delivery teams to scale ca