Practice Director, Expert Services MEA

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

The role of the Expert Services MEA Practice Director will oversee a team of consultants responsible for delivering high-quality outcomes to our customers and partners across all the Workflows. This role reports to the Director, Expert Services MEA and plays a pivotal role in shaping and executing the delivery strategy for MEA Expert services and delivery high-impact programme across the region.

What you get to do in this role

• Define and execute the MEA Expert Services delivery strategy, aligned with customer needs, market trends, and ServiceNow’s business goals. Drive decisions around capability development, service offerings, delivery models, and market positioning.
• Champion transformation delivery and customer success: Ensure delivery efforts are aligned to customer business outcomes, platform adoption, and long-term success. Position the practice as a strategic partner for MEA transformation journeys.
• Lead and grow a high-performing team of senior leaders and consultants, fostering a culture of accountability, innovation, and continuous improvement.
• Set up operational infrastructure, SLAs, governance frameworks, and performance metrics for the nearshore/ offshore delivery center anchoring the practice. Implement capacity planning, resource allocation, and demand forecasting to enable scalable, quality-driven delivery across MEA.
• Manage partner execution through clear expectations, weekly cadence reviews, and escalation protocols. Partner with global delivery partners and ServiceNow Partner Alliance Teams to co-deliver on customer outcomes, align on delivery standards, and drive continuous improvement.
• Translate market demand, sales pipeline insights, and strategic initiatives into action—driving decisions around hiring, team structure, capability development, and enablement.
• Own the technical solution quality of delivery in MEA engagements, ensuring consistent, scalable, and value-driven outcomes for our customers.
• Position the team for scale by developing delivery models, frameworks, and leadership capabilities that support predictable and high-quality customer success.
• Partner with Product Business Units, Sales, and Customer Success to accelerate value realization, inform product strategy, and co-drive strategic initiatives.
• Align with Expert Services counterparts to share learnings, shape global initiatives, and bring best practices into the EMEA organization.
• Provide strategic leadership and mentorship to senior team members, supporting the resolution of complex challenges and the development of future leaders.
• Champion customer transformation journeys—ensuring delivery efforts are aligned to business outcomes, product adoption, and long-term success.
• Drive a culture of collaboration, knowledge sharing, and operational excellence, continually evolving best practices, offerings, and delivery methodology.

Key Performance Measurements

• Contribution to Expert Services business outcomes (revenue, margin, growth).
• Delivery Centre operational excellence: Capacity utilization, SLA compliance, partner performance metrics, and cost-to-serve.
• Partner collaboration effectiveness: Partner execution against commitments, escalation resolution time, joint business outcomes, and alignment on delivery standards.
• Team productivity, billable utilizati