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Practice Director, Expert Services MEA

ServiceNow

Dubai, UAE

Full Time

Director

4 weeks ago

Strategic LeadershipPeople DevelopmentServiceNow PlatformDigital TransformationConsulting MethodologiesOperational Excellence

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Key skills for this role

Strategic LeadershipPeople DevelopmentServiceNow Platform

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About the Role

ServiceNow is seeking a Practice Director for Expert Services MEA to lead a team of consultants delivering high-quality outcomes across Workflows. The role involves defining delivery strategy, managing partner execution, and driving customer success.

Key Skills for This Role

Strategic LeadershipPeople DevelopmentServiceNow PlatformDigital TransformationConsulting MethodologiesOperational Excellence

Responsibilities

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 anchoring the practice
Implement capacity planning, resource allocation, and demand forecasting to enable scalable, quality driven delivery across MEA
Manage partner execution through clear expectations, weekly cadence reviews, and escalation protocols
Partner with global delivery partners and ServiceNow Partner Alliance Teams to co deliver on customer outcomes, align on delivery standards, and drive continuous improvement
Translate market demand, sales pipeline insights, and strategic initiatives into action—driving decisions around hiring, team structure, capability development, and enablement
Own the technical solution quality of delivery in MEA engagements, ensuring consistent, scalable, and value driven outcomes for our customers
Position the team for scale by developing delivery models, frameworks, and leadership capabilities that support predictable and high quality customer success
Partner with Product Business Units, Sales, and Customer Success to accelerate value realization, inform product strategy, and co drive strategic initiatives
Align with Expert Services counterparts to share learnings, shape global initiatives, and bring best practices into the EMEA organization

Requirements

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, in the context of enterprise service delivery
Familiarity with the ServiceNow platform or comparable enterprise platforms (e.g., Salesforce, SAP, Workday); certifications or ecosystem experience is a plus
Experience engaging directly with executive level customers and partners, advising on transformation strategy and value realization
Strong ability to assess market demand, interpret sales pipelines, and translate commercial opportunities into delivery readiness and team investments
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 across customer facing teams

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 seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

Job Description

The role of the Expert Services MEA Practice Director will oversee a team of consultants responsible for delivering high quality outcomes to our customers and partners across all the Workflows.
This role reports to the Director, Expert Services MEA and plays a pivotal role in shaping and executing the delivery strategy for MEA Expert services and delivering high impact programmes across the region.

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 anchoring the practice.
Implement capacity planning, resource allocation, and demand forecasting to enable scalable, quality driven delivery across MEA.
Manage partner execution through clear expectations, weekly cadence reviews, and escalation protocols.
Partner with global delivery partners and ServiceNow Partner Alliance Teams to co deliver on customer outcomes, align on delivery standards, and drive continuous improvement.
Translate market demand, sales pipeline insights, and strategic initiatives into action—driving decisions around hiring, team structure, capability development, and enablement.
Own the technical solution quality of delivery in MEA engagements, ensuring consistent, scalable, and value driven outcomes for our customers.
Position the team for scale by developing delivery models, frameworks, and leadership capabilities that support predictable and high quality customer success.
Partner with Product Business Units, Sales, and Customer Success to accelerate value realization, inform product strategy, and co drive strategic initiatives.
Align with Expert Services counterparts to share learnings, shape global initiatives, and bring best practices into the EMEA organization.

Key Performance Measurements

Contribution to Expert Services business outcomes (revenue, margin, growth).
Delivery Centre operational excellence: Capacity utilization, SLA compliance, partner performance metrics, and cost to serve.
Partner collaboration effectiveness: Partner execution against commitments, escalation resolution time, joint business outcomes, and alignment on delivery standards.
Team productivity, billable utilization, and quality of delivery.
Customer satisfaction, Expert Services value realization, and adoption metrics.
Team readiness, capability development, and leadership bench strength.
Impact of strategic initiatives across sales, delivery, and product alignment.

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, in the context of enterprise service delivery.
Familiarity with the ServiceNow platform or comparable enterprise platforms (e.g., Salesforce, SAP, Workday); certifications or ecosystem experience is a plus.
Experience engaging directly with executive level customers and partners, advising on transformation strategy and value realization.
Strong ability to assess market demand, interpret sales pipelines, and translate commercial opportunities into delivery readiness and team investments.
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 across customer facing teams.

Additional Information

Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expressio
Accommodations: If you require a reasonable accommodation to complete any part of the application process, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, ServiceNow may be required to obtain export control approval from government authorities for certain individuals.

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