Area VP Expert Services Mgmt

5 days ago

Singapore ServiceNow Full time

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 We'reingrowth modeacross the APAC region—and looking for a seasoned, strategic, and high-impactDelivery ExcellenceLeaderto drive ourTechnicalCoEacross the region. You will not only lead a high-performing team but also serve as a strategic pillar of ourCustomer Excellence Group (CEG)leadership team—working across functions to influence customeradoption,retention, andvalue realization. This role is central to our mission: to make ServiceNow thebest buying decision our customers have ever made. This roleisn'tjust about growth— it'saboutAI and Business transformation. You'llbe responsible forsupporting 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. TheAVP, Delivery Excellence will lead the strategy, execution, and operational excellence of ServiceNow's Technical COE acrossAPAC.Youwill oversee alltechnical 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 CPA 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

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