Delivery Director (GBS)

Delivery Director – ServiceNow & Enterprise Transformation

Overview

We are seeking an experienced Delivery Director to lead the successful delivery of complex enterprise transformation programmes across ServiceNow, Global Business Services (GBS), and wider digital transformation initiatives.

This role requires a strong blend of programme leadership, stakeholder management, delivery governance, and consulting capability. The successful candidate will oversee large-scale multi-workstream programmes, manage senior client relationships, and ensure high-quality delivery across complex transformation environments.

The role is highly client-facing and suited to someone who thrives in fast-paced consulting environments, working closely with C-suite stakeholders to drive business outcomes through technology-enabled transformation.

Key Responsibilities

• Lead end-to-end delivery of large-scale ServiceNow and enterprise transformation programmes
• Oversee complex multi-workstream initiatives across IT, HR, Finance, Customer Operations, and Shared Services functions
• Manage programme governance, commercial performance, delivery quality, risks, and stakeholder engagement
• Build trusted relationships with senior client stakeholders including CIOs, CTOs, Transformation Directors, and GBS leaders
• Drive delivery excellence across operating model transformation, process optimisation, and service management initiatives
• Lead and mentor cross-functional delivery teams including programme managers, architects, consultants, and third-party partners
• Support pre-sales activities including solution shaping, client workshops, proposals, and strategic deal support
• Ensure alignment between business objectives, operating models, and technology delivery
• Champion best practice delivery methodologies including Agile, hybrid delivery, and ITIL-aligned service management

Required Experience

• Proven experience leading enterprise-scale transformation programmes within consulting or professional services environments
• Strong background delivering ServiceNow programmes across modules such as ITSM, ITOM, CSM, HRSD, or Enterprise Service Management
• Experience across Global Business Services (GBS), Shared Services, or Target Operating Model transformation
• Demonstrated success managing complex client engagements and executive stakeholders
• Experience overseeing large delivery teams and managing programme financials/commercials
• Strong understanding of governance, PMO, change management, and operational transformation
• Experience supporting bids, proposals, and pre-sales engagements is highly desirable

Preferred Background

• Consulting experience from firms such as Accenture, Deloitte, EY, KPMG, PwC, Cognizant, Capgemini, IBM, or similar
• Experience working across highly regulated or enterprise-scale environments
• Knowledge of ITIL, Agile, SAFe, or enterprise architecture frameworks
• ServiceNow certifications highly advantageous

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