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ServiceNow Millers Point, New South Wales, Australia Director, Engagement Management Lead 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 AIenhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloudbased 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 Were in growth mode in the ANZ regionand were looking for a proven leader to structure and oversee the delivery of largescale, crossfunctional 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. The Director, Engagement Management Lead will oversee all Engagement Managers and PreSales Solution Architects, responsible for scoping and delivering the programs and projects that drive value for our customers. Key Responsibilities Lead, mentor, and develop the team, equipping them to engage confidently in scoping and delivering strategic pursuits and customer conversations. Develop or leverage quality assurance processes to ensure the SN Expert Services delivery is the exemplary 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 oneteam alignment on transformational strategies. Support hiring, onboarding, and career development, ensuring the team stays at the forefront of ServiceNows AIdriven gotomarket approach. Represent the team in ANZ planning, forecasting, and leadership forums. Structure and negotiate largescale 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 Clevel stakeholders on strategy, scope, and success criteria. Oversee all program delivery services across the region, ensuring ontime, onbudget 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. Qualifications Experience in leveraging or critically thinking about how to integrate AI into work processes, decisionmaking, or problemsolving. Proven PreSales and Program Leadership at Scale: experience structuring and leading largescale, crossfunctional transformation programs in complex global organisations. Team Building & Scale: demonstrated success building and leading high performing organisations across delivery, support, and partner ecosystems. Technical Credibility: deep technical proficiency with a track record of successfully executing enterprisescale implementations or transformations. CustomerCentric Mindset: clientfirst orientation with strong executive relationships and a trusted presence in front of Clevel customers. Operational Discipline: expertise in managing key business metricsutilization, revenue, and delivered marginwhile maintaining quality and customer satisfaction. Complex Escalation Management: experience managing largescale, highvisibility escalations and driving resolution in multistakeholder environments. Partner Integration Experience: proven success in integrating and governing partner delivery to expand capacity while maintaining technical excellence. 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. #J-18808-Ljbffr