Delivery Director - Telecom ServiceNow Global Delivery

About NewRocket

NewRocket is a worldwide Elite ServiceNow partner dedicated to assisting top enterprise leaders tackle their most difficult business challenges and manage change confidently. With two decades of experience, they excel in designing and implementing AI-empowered digital workflows to enhance employee and customer experiences. NewRocket has earned multiple prestigious awards including the 2024 BEST Award and the 2023 ServiceNow Worldwide Customer Workflow Partner of the Year. The company has completed more than 3,000 projects across nine industry sectors with over 3,000 ServiceNow certifications among its strategists, who focus on transforming enterprises into thriving environments for both employees and customers.

At NewRocket, the workplace culture prioritizes diversity, collaboration, creativity, and work-life balance, fostering professional growth for all team members. Employees’ voices and individuality are highly valued, contributing to a vibrant and innovative work environment.

Position Overview

The Regional Service Delivery Director role in the Telecom sector leads delivery and operational excellence, ensures superior customer satisfaction, and drives portfolio growth within the assigned Midwestern area. The director manages client relationships, oversees project portfolios for seamless execution, and provides leadership and oversight to project managers and other team members. This position also involves partnering with sales to expand business, ensuring smooth transitions from sales to delivery teams, and maintaining a high-performance, trust-based team culture.

Key Responsibilities

• Ensure top-quality delivery standards across projects, establishing trusted client relationships to promote project and future business success.
• Coordinate with resourcing and professional services teams to staff projects effectively and provide necessary expertise.
• Manage project initiation including Statements of Work, role definitions, and kickoff preparations.
• Maintain ongoing project oversight, engage proactively with client executives, serve as an escalation point, ensure compliance, and control project margins and timesheets.
• Resolve project escalations and enforce adherence to NewRocket's delivery methodologies and standards.
• Collaborate with Delivery Excellence teams to continuously enhance delivery frameworks and communicate best practices across global delivery teams.
• Oversee portfolio planning, regional financial forecasting, margin management, and optimize utilization of offshore resources.
• Coach and mentor both direct and indirect reports, support career development, and participate in hiring and performance review processes.
• Engage in pre-sales activities such as client meetings, deal and proposal reviews, and support sales in closing new business and expanding existing accounts.
• Align delivery standards and customer expectations during sales-to-delivery handoffs and support achieving booking and revenue targets aligned with company objectives.

Experience and Qualifications

• At least 12 years in professional services or consulting roles.
• 8-12 years experience in program and project management.
• Minimum 5 years managing portfolios of projects.
• 5 or more years leading and managing teams.
• Extensive knowledge of consulting services and portfolio management best practices.
• Strong familiarity with ServiceNow platform and its domains.
• Excellent verbal and written communication skills.
• Proficient in risk assessment and mitigation.
• Demonstrated leadership ability motivating global, cross-functional teams.
• Financial acumen and ability to provide constructive feedback.
• Ability to simplify complexity and collaborate to meet company goals.

Preferred Certifications

• Agile certification
• SCRUM certification
• PMP (Project Management Professional) certification
• ServiceNow SPM certification

Diversity and Inclusion

NewRocket is an equal opportunity and affirmative action employer dedicated to fostering a diverse and inclusive workplace. The company invites requests for accommodation from individuals with disabilities and respects all aspects of diversity including race, gender, age, disability, sexual orientation, and veteran status.