Delivery Director - Telecom (ServiceNow Global Delivery)

About NewRocket

NewRocket is a globally recognized Elite ServiceNow partner dedicated to assisting enterprise leaders in overcoming complex business challenges through advanced digital workflows and innovation. With over 20 years of expertise and a track record of completing more than 3,000 projects across nine industries, NewRocket is focused on optimizing ServiceNow platforms to enhance employee and customer experiences. The company has received numerous prestigious awards including the 2024 BEST Award and multiple ServiceNow global partner recognitions.

Our Values and Culture

At NewRocket, people are central to our success. We actively promote diversity, creativity, and individuality, while fostering a collaborative and innovative workplace culture. We prioritize work-life balance and professional development, striving to ensure every employee feels valued and empowered to contribute to extraordinary outcomes.

Your Role and Impact

As the Regional Delivery Director for the Telecom sector within ServiceNow Global Delivery, you will be the key leader overseeing delivery operations and customer success throughout your assigned region in the Midwest. You will manage client relationships, ensure project execution excellence and compliance with NewRocket’s delivery standards, and serve as an escalation point when necessary. Working closely with sales teams, you will also champion portfolio expansion and smooth transitions from sales to delivery teams, focusing on large, complex enterprise programs and portfolios.

Main Responsibilities

• Guarantee top-tier delivery quality and foster trusted client partnerships to support current project success and future business growth.
• Collaborate with resourcing and professional services leadership to secure appropriate staffing and expertise for projects.
• Manage project transitions from sales through SOW reviews and kickoff preparations.
• Maintain oversight on selected projects, engaging proactively with senior customer executives and handling escalations.
• Ensure adherence to NewRocket methodologies, delivery standards, and continuous improvement initiatives.
• Oversee area-wide portfolio forecasting, margin contribution, and resource utilization, including India-based teams.
• Lead, mentor, and develop team members, manage career progression, and participate in hiring and performance evaluations.
• Work alongside sales leadership to drive bookings, participate in pre-sales activities, and ensure alignment on delivery expectations.
• Responsible for key performance indicators including bookings, revenue under management, gross margin, customer satisfaction (CSAT), and personal utilization targets.

Qualifications and Experience

• At least 12 years in professional services or consulting, 8-12 years in program/project management, 5+ years managing portfolios and people.
• Comprehensive understanding of consulting, service delivery, portfolio management, and the ServiceNow platform.
• Exceptional communication skills, risk assessment, and leadership capabilities across multi-timezone teams.
• Proven ability to provide constructive feedback, collaborate effectively with leadership, and simplify complex challenges.
• Financial acumen and a background in sales value training are advantageous.

Preferred Certifications

• Agile, SCRUM, PMP, and ServiceNow SPM certifications are preferred.

Diversity and Inclusion Statement

NewRocket is devoted to maintaining an inclusive and diverse environment where every individual is respected and valued. We are proud to offer equal employment opportunities regardless of any protected characteristic. Accommodations for individuals with disabilities are available upon request.