Director, Engagement Management Lead

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as 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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We're in growth mode in the ANZ region— and we're looking for a proven leader to structure and oversee the delivery of large-scale, cross-functional transformation programs on the ServiceNow AI Platform.  

This role is central to our mission: to make ServiceNow the best buying decision our customers have ever made.  

Day to day, the role of the Director, Customer Engagement Leader is to oversee all Engagement Managers and Pre-Sales Solution Architects - responsible for scoping and delivering the programs and projects that drive value for our customers. This includes pre-sales, program and technical scoping program management, oversight and day to day management of Engagement Manager teams and strong negotiation in areas of scope, financial budgeting and product usage.  The work may be done independently with our customers, or in a co-delivery model with our partner ecosystem.

What you get to do in this role: 

Build and Lead the Team  

• Lead, mentor, and develop the  team, equipping them to engage confidently in scoping and delivering strategic pursuits and customer conversations.  
• Develop new or leverage existing quality assurance process to ensure the SN Expert Services delivery is the exemplaar implementation partner.   
• Provide coaching and oversight to ensure opportunities consistently link sales positioning with credible delivery commitments.  
• Foster collaboration across Sales, Customer Success, Delivery Excellence, and Solution Consulting to drive one-team alignment on transformational strategies.  
• Support hiring, onboarding, and career development, ensuring the team stays at the forefront of ServiceNow's AI-driven go-to-market approach.  
• Represent the team in ANZ planning, forecasting, and leadership forums.  

Lead Strategic Programs and Pursuits  

• Structure and negotiate large-scale transformation programs with customers, balancing customer outcomes with commercial and delivery risk.  
• Position ServiceNow as the strategic AI platform underpinning customer transformation.  
• Partner with Sales leadership to align on pursuit strategy and ensure the AI platform pitch is executable, profitable, and compelling.  
• Influence and align with C-level stakeholders on strategy, scope, and success criteria.  
• Oversee all program delivery services across the region, ensuring on-time, on-budget execution aligned to customer outcomes.  
• Serve as the senior executive for program escalations, coordinating resolution with Delivery Excellence teams as well as Product, Engineering, and Customer Excellence teams.  

What You Bring  

• Proven Pre-Sales and Program Leadership at Scale:  Experience structuring and leading large-scale, cross-functional transformation programs in complex global organisations, ideally gained in a global systems integrator or top consultancy.  
• Team Building & Scale:  Demonstrated success building and leading high performing organizations across delivery, support, and partner ecosystems.  
• Technical Credibility:  Deep technical proficiency with a track record of successfully executing enterprise-scale implementations or transformations.  
• Customer-Centric Mindset:  Client-first orientation with strong executive relationships and a trusted presence in front of C-level customers. 
• Operational Discipline:  Expertise in managing key business metrics — utilization, revenue, and delivered margin — while maintaining quality and customer satisfaction.  
• Complex Escalation Management:  Experience managing large-scale, high-visibility escalations and driving resolution in multi-stakeholder environments.  
• Partner Integration Experience:  Proven success in integrating and governing partner delivery to expand capacity while maintaining technical excellence.  
• Success in Role
  • Exceptional people engagement and performance  
  • World class pre-sales close rates 
  • Predictable, high-quality delivery outcomes aligned to customer value.  
  • Strong partnership with Services Sales & Delivery Excellence and that accelerates customer success and revenue expansion.  
  • Consistent achievement of EM utilization, margin, and CSAT targets across the region.  

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. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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