Practice Director, Expert Services MEA
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Key skills for this role
About the Role
ServiceNow is seeking a Practice Director for Expert Services in the MEA region to lead a team of consultants delivering high-quality outcomes. The role involves defining delivery strategy, managing partner execution, and driving customer success.
Key Skills for This Role
Responsibilities
- Define and execute the MEA Expert Services delivery strategy aligned with customer needs and business goals
- Champion transformation delivery and customer success, ensuring alignment to business outcomes
- Lead and grow a high performing team of senior leaders and consultants
- Set up operational infrastructure, SLAs, governance frameworks, and performance metrics for delivery center
- Manage partner execution through clear expectations, weekly cadence reviews, and escalation protocols
- Translate market demand and sales pipeline insights into hiring, team structure, and capability development
- Own technical solution quality of delivery in MEA engagements
- Partner with Product Business Units, Sales, and Customer Success to accelerate value realization
- Provide strategic leadership and mentorship to senior team members
- Drive a culture of collaboration, knowledge sharing, and operational excellence
Requirements
- Proven experience leading senior level teams in a professional services or consulting environment within MEA region
- Significant experience delivering or overseeing large scale digital transformation engagements
- Familiarity with ServiceNow platform or comparable enterprise platforms (e.g., Salesforce, SAP, Workday)
- Experience setting up and managing nearshore/offshore delivery centers
- Excellent communication and storytelling skills, capable of influencing diverse audiences
Full Job Posting
Company Description
- ServiceNow is a global market leader bringing innovative AI enhanced technology to over 8,100 customers, including 85% of the Fortune 500.
- Our intelligent cloud based platform connects people, systems, and processes to empower organizations.
What you get to do in this role
- Define and execute the MEA Expert Services delivery strategy, aligned with customer needs, market trends, and ServiceNow’s business goals.
- Champion transformation delivery and customer success: Ensure delivery efforts are aligned to customer business outcomes, platform adoption, and long term success.
- Lead and grow a high performing team of senior leaders and consultants, fostering a culture of accountability, innovation, and continuous improvement.
- Set up operational infrastructure, SLAs, governance frameworks, and performance metrics for the nearshore/offshore delivery center.
- Manage partner execution through clear expectations, weekly cadence reviews, and escalation protocols.
- Translate market demand, sales pipeline insights, and strategic initiatives into action.
- Own the technical solution quality of delivery in MEA engagements.
- Position the team for scale by developing delivery models, frameworks, and leadership capabilities.
- Partner with Product Business Units, Sales, and Customer Success to accelerate value realization.
- Align with Expert Services counterparts to share learnings and shape global initiatives.
- Provide strategic leadership and mentorship to senior team members.
- Champion customer transformation journeys.
Qualifications
- Proven experience leading senior level teams, including managers and consultants, in a professional services or consulting environment within MEA region.
- Strong cross functional collaborator who thrives in a matrixed, global environment.
- Passion for continuous improvement, innovation, and knowledge sharing.
- Excellent communication and storytelling skills, capable of influencing diverse audiences from consultants to C level executives.
- A strategic thinker with a transformation mindset, focused on long term business impact.
- Strong business acumen with the ability to connect technical delivery to commercial impact and product evolution.
- Experience driving adoption of emerging technologies, including AI and automation.
- Familiarity with the ServiceNow platform or comparable enterprise platforms (e.g., Salesforce, SAP, Workday).
- Experience engaging directly with executive level customers and partners.
- Strong ability to assess market demand and translate commercial opportunities into delivery readiness.
- Deep understanding of consulting methodologies, such as Now Create, Agile, and value based delivery approaches.
- Expertise in structuring scalable delivery models and driving operational excellence.
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