Job Description We’re in growth mode across the APAC region—and looking for a seasoned, strategic, and high-impact Delivery Excellence Leader to drive our Technical CoE across the region. You will not only lead a high-performing team but also serve as a strategic pillar of our Customer Excellence Group (CEG) leadership team — working across functions to influence customer adoption, retention, and value realization. This role is central to our mission: to make ServiceNow the best buying decision our customers have ever made. This role isn’t just about growth—it's about AI and Business transformation. You’ll be responsible for supporting large, complex, and transformational service-led deals with some of the most strategic customers across the region, while also coaching and developing your team to build those same capabilities. The AVP, Delivery Excellence will lead the strategy, execution, and operational excellence of ServiceNow’s Technical COE across APAC. You will oversee all technical resources and are accountable for technical delivery. You will ensure customers achieve measurable outcomes through world-class implementation, value realization, and ongoing partnership. The role owns technical delivery performance — including Architect utilization, delivered margin, product-specific escalations,— while building the technical foundation for scale and excellence Purpose To lead and scale Delivery Excellence, driving technical delivery excellence and customer success across every workflow and industry. This role strengthens the bridge between Sales execution, customer value and delivery realization, ensuring customers see tangible outcomes from their ServiceNow investments while advancing operational efficiency, financial discipline, and partner scalability. What You’ll Do Develop and Grow Talent Lead and coach a diverse team of high performing technical professionals, cultivating a culture of innovation, accountability, operational rigor and customer obsession. Lead Technical Delivery at Scale Oversee all technical delivery services across the region, ensuring on-time, on-budget execution aligned to customer outcomes. Own Delivery Performance Drive operational excellence throughout the org, measured by revenue attainment, utilization, delivered margin, and implementation CSAT. Own Delivery Strategy Define and execute the APAC Technical COE strategy aligned to business goals and customer needs, including driving the transformation required to scale operations across the ecosystem Manage Complex Escalations Serve as the senior executive for product-specific and technical escalations, coordinating resolution with Product, Engineering, and Customer Excellence teams. Partner Across the Business Collaborate with APAC Sales, CEG, and Product teams to align delivery capacity with pipeline and account strategy. Scale and Integrate Partner Delivery Build a robust partner ecosystem across the region, ensuring capacity, consistency, and quality in partner-led delivery. Advance Delivery Innovation Leverage automation, AI insights, and best practices to improve delivery predictability, customer satisfaction, and business performance.
