Head of Delivery Transformation

### Delivery Transformation Strategy

• Develop and own the enterprise-wide ServiceNow delivery transformation strategy and roadmap.
• Assess current delivery processes, organizational structures, tools, methodologies, and performance to identify opportunities for improvement.
• Build a scalable delivery operating model capable of supporting continued growth across customers, industries, geographies, and ServiceNow product lines.
• Establish standardized delivery frameworks while maintaining flexibility for complex enterprise engagements.
• Partner with executive leadership to align delivery transformation initiatives with growth, profitability, customer satisfaction, and strategic objectives.
• Lead organizational change associated with new delivery methodologies, processes, tools, and technologies.

### Delivery Excellence & Governance

• Establish consistent standards for the delivery lifecycle, including discovery, estimation, solution design, implementation, testing, deployment, adoption, and transition to managed services.
• Implement delivery governance, quality gates, health checks, executive reviews, and escalation frameworks.
• Improve predictability around project scope, timelines, resource requirements, financial performance, and customer outcomes.
• Develop repeatable playbooks, templates, accelerators, and delivery methodologies.
• Identify delivery risks early and establish mechanisms to proactively address scope, resource, quality, and customer issues.
• Partner with delivery leaders to improve execution across strategic and complex ServiceNow engagements.

### AI, Automation & Delivery Innovation

• Define how AI, automation, ServiceNow AI capabilities, and emerging technologies can improve the delivery lifecycle.
• Identify opportunities to automate repetitive delivery activities across requirements gathering, documentation, development, testing, project management, reporting, and quality assurance.
• Establish an *