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Director, Expert Services

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Company Description

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.

Job Description

Practice Directors mentor and lead teams of technical and business process consultants, providing both strategic direction and hands-on guidance to address complex customer challenges and ensure successful outcomes. They act as trusted advisors on Expert Services capabilities, managing expectations around skills, development, and delivery excellence. By leveraging their experience, they guide teams in overcoming challenges, aligning efforts with organizational goals, and driving long-term organizational strategies to enhance practice capabilities.

The role of the Director, Expert Services will oversee managers and consultants who are responsible for supporting customer and partners with the delivery of solutions involving the Technology Workflow, Core Business Workflow and Platform, Data & AI portfolios. The role reports to the Sr Director, Customer Delivery APAC.

What You Get to Do in This Role

Develop and lead a team of consultants, fostering growth, enablement, and professional development.
Mentor technical and business process consultants by contributing expertise to guide delivery efforts and support the resolution of complex escalations.
Mentor technical and business process consultants to promote accountability, innovation, and operational excellence while addressing team and customer challenges.
Champion customer transformation, ensuring solutions align with business goals and drive measurable outcomes.
Provide strategic and technical leadership to customers, partners, and internal teams.
Drive a culture of collaboration, knowledge sharing, and continuous learning within the team, including the development and refinement of service offerings and best practices.
Support teams in optimizing delivery operations by ensuring resources, processes, and solutions are effectively aligned with customer goals.
Support business development efforts, including pre-sales, scoping, and proposal development. • Partner with internal teams—Product, Sales, Enablement—to align delivery capability and methodology with broader ServiceNow objectives. Key Performance Measurements • Contribution to professional services business outcomes (revenue, etc.).
Team productivity and billable utilisation.
Customer satisfaction scores and project business impact.
Product consumption and/or adoption.
Talent development and team growth.
Readiness and capability building within the team.
Driving innovation and adoption in ServiceNow deployments.

Qualifications

Qualifications and Experience Leadership & People Development

5+ years leadership experience in a professional services environment.
Ability to inspire, mentor, and develop diverse teams in technical and business domains.
Experience managing teams and leading large-scale customer engagements.
Strong relationship-building skills with internal teams, partners, and customers.
Commitment to fostering an inclusive and equitable workplace, valuing diverse perspectives.

Consulting & Delivery Experience

15+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions.
Strong problem-solving mindset, focused on transformation and measurable business value.
Experience with Now Create, Agile frameworks, or similar methodologies.
Comfort engaging with executive and senior stakeholders, with a track record of distilling customer needs to provide prescriptive guidance and direction on their business transformation.

Technical Expertise

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
Experience in SaaS platforms, enterprise architecture, or digital transformation.
Familiarity with ServiceNow or similar enterprise platforms is beneficial but not mandatory.
Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem.

Other Qualities That Will Help You Succeed

A transformation mindset, focused on delivering long-term business impact. • Strong communication skills, with the ability to simplify complex concepts.
Passion for driving innovation and continuous improvement. A determination to make things better each day.
Ability to foster collaboration within a diverse team.

Additional Information

Travel requirements will vary based on business needs.
ServiceNow is an Equal Opportunity Employer, committed to building an inclusive and diverse workplace.
We offer professional development, mentorship, and career growth opportunities.
Benefits include health and wellness programs, remote work flexibility, and employee resource groups.

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. Learn more here.

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.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

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Average salary estimate

$140000 / YEARLY (est.)

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$120000K

$160000K

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What You Should Know About Director, Expert Services, ServiceNow

Join ServiceNow as the Director, Expert Services, where you will play a pivotal role in shaping our consulting team in Sydney. ServiceNow has redefined how work gets done, with AI-enhanced technology serving more than 8,100 clients, including a whopping 85% of the Fortune 500®. In this dynamic role, you’ll be mentoring and leading a team of expert consultants who tackle complex challenges for our customers. You'll wear many hats - providing strategic guidance, managing escalations, and ensuring that what we deliver aligns perfectly with our clients' business goals. Your experience will be key in inspiring, educating, and developing your team, fostering a culture of innovation and continuous improvement. You’ll also have a hand in business development, joining forces with internal teams to ensure our delivery capabilities are aligned with broader objectives. Overall, your leadership will drive customer transformation and measurable outcomes that truly make a difference. With a focus on growth and professionalism, you'll feel empowered to take initiatives that advance not just your team, but ServiceNow as a whole, making the world work better for everyone.

Frequently Asked Questions (FAQs) for Director, Expert Services Role at ServiceNow

What are the responsibilities of the Director, Expert Services at ServiceNow?

As the Director, Expert Services at ServiceNow, your primary responsibilities will include developing and leading a team of consultants, mentoring them through complex customer challenges, and ensuring the delivery of innovative solutions that align with business objectives. You'll also champion customer transformation efforts and foster a culture of collaboration and continuous learning among your team.