Director of Commercial / Public Sector ServiceNow Delivery

Director of Commercial / Public Sector ServiceNow Delivery

The Director of Commercial / Public Sector - Delivery is a strategic leadership role responsible for overseeing the successful execution of ServiceNow projects across both commercial and public sector programs. This role drives delivery excellence, client satisfaction, team performance, and operational growth across high-visibility ServiceNow engagements.

Reporting directly to the Vice President of Solutions, this position plays a pivotal role in scaling delivery capabilities, managing cross-functional teams, driving client outcomes, and serving as a trusted advisor to executive stakeholders. The Director brings a balance of strategic vision, operational discipline, and hands-on leadership to ensure the delivery of high-quality ServiceNow solutions.

Key Responsibilities

Strategic Program Oversight

• Provide executive leadership for ServiceNow delivery across commercial and public sector clients.
• Drive portfolio-level planning, resourcing, risk management, and performance tracking to ensure successful delivery outcomes.
• Develop and execute scalable delivery frameworks aligned with company goals and ServiceNow best practices (NOW Methodology).
• Lead quarterly and annual planning to align delivery execution with strategic priorities and revenue goals.

Client Engagement & Business Growth

• Serve as the senior delivery leader and client advocate across commercial and public sector clients.
• Build trusted relationships with client executives to understand business drivers and ensure alignment between delivery outcomes and business objectives.
• Partner with Sales, Solutions Engineering, and the PMO Director to scope and shape new ServiceNow opportunities, supporting SOW creation and resource planning.
• Provide delivery leadership in proposal and bid activities, particularly in support of large-scale public sector RFPs or commercial enterprise clients.

Operational Excellence & Governance

• Establish and enforce delivery standards, operating procedures, and governance models for project execution, financial management, and compliance (including regulatory and contractual).
• Own reporting and performance dashboards across the portfolio, ensuring accurate visibility into timelines, risks, capacity, and financials.
• Oversee CRI's ServiceNow engagements and their adherence to public sector compliance standards (e.g., FedRAMP, NIST), where applicable

Team Leadership & Talent Development

• Lead and mentor a team of Delivery Leads and their direct reports.
• Build a high-performance culture that promotes collaboration, innovation, accountability, and inclusion.
• Implement resource capacity models, talent development frameworks, and succession planning to support rapid practice growth.
• Coach and support emerging leaders and junior staff across public and commercial sector engagements.

Continuous Improvement & Innovation

• Drive continuous improvement of ServiceNow delivery processes, tools, and templates to ensure scalability and consistency.
• Champion Agile and hybrid delivery approaches, adapting them to client context and project needs.
• Facilitate delivery retrospectives, lessons learned, and process refinement initiatives.

Required Qualifications

• 6+ years of leading ServiceNow engagements.
• Proven leadership delivering large scale and strategic Federal, Commercial and SLED ServiceNow implementations in commercial and/or public sector settings.
• Experience managing teams and portfolios with $5M+ in project value.
• Deep understanding of the ServiceNow platform, modules, and implementation lifecycle.
• Strong financial acumen, including budget management, forecasting, and profitability tracking.
• Exceptional communication and stakeholder management skills at the executive level.

Preferred Qualifications

• 10+ years of leadership experience in IT services or enterprise SaaS delivery.
• 5+ years leading delivery teams in a matrixed, client-facing environment.
• Hands-on experience working with federal agencies or state/local governments is highly desirable.
• Background in organizational change management and business transformation.

Why Join Us?

• Strategic Impact: Lead mission-critical ServiceNow programs for some of the nation's most complex commercial and public sector organizations.
• High Visibility: Work closely with executive leadership and industry leaders to shape the future of ServiceNow delivery.
• Growth & Scale: Join a fast-growing ServiceNow practice recognized as a 2024 & 2025 ServiceNow Partner of the Year.
• Culture & Flexibility: Enjoy a culture that values collaboration, agility, and career growth-along with a flexible, remote work environment.
• Innovation & Excellence: Help build a best-in-class delivery engine powered by technology, talent, and trust.