ServiceNow Delivery Director - Fulltime - Dallas, TX

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A Great Place To Work Certified company, Prodapt employs over 6,000 technology and domain experts in 30+ countries. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

ServiceNow Delivery Director is a senior leadership role responsible for the strategic execution, governance, and quality of ServiceNow implementations across an organization or for external clients.

Core Responsibilities

• Strategic Leadership: Defining delivery standards, roadmaps, and governance models for ServiceNow projects.
• Team Management: Leading, mentoring, and scaling teams of Engagement Managers, Architects, and Developers.
• Customer Excellence: Maintaining executive-level relationships with strategic customers to ensure implementations align with business value.
• Financial Oversight: Managing revenue, margin, and accurate forecasting for the delivery business, including resource utilization and cost models.
• Platform Innovation: Identifying opportunities to leverage emerging ServiceNow capabilities like AI Agents, Now Assist, and RaptorDB for better performance.
• Pre-Sales Support: Collaborating with Sales and GTM teams to ensure feasibility and value-based scoping for new deals. 

Key Qualifications

• Experience: Typically 15+ years of IT delivery experience, with at least 10 years in leadership roles managing large-scale ServiceNow implementations.
• Technical Expertise: Strong understanding of ServiceNow modules (ITSM, ITOM, HRSD, CSM) and foundational knowledge of ITIL frameworks.
• Certifications: Commonly required certifications include ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), and ITIL Foundation.
• Methodology: Proficiency in Agile/Scrum environments and ServiceNow's leading practice methodology, NowCreate. 

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT): Maintaining high ratings for implementation quality and experience.
• Financial Health: Tracking revenue targets, margin predictability, and billable utilization rates.
• Delivery Speed & Quality: Measuring cycle times, error rates, and adherence to project timelines.
• Value Realization: Using Performance Analytics to demonstrate platform ROI and proactive trend identification.

Education: Bachelors degree in Computer Science, Information Technology or a related field.