Delivery Operations Manager - Customer Excellence Group (CEG)

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
At ServiceNow, our Expert Services team delivers exceptional customer outcomes through world-class consulting and implementation services. As a Delivery Operations Manager supporting the EMEA ES VP of Delivery and the Delivery leadership team, you will build governance structures, drive operational excellence, and provide AI-powered strategic insights that enable critical business decisions around resource planning, utilization, and delivery quality.
Your mission is to support the ES Delivery team to mature EMEA Expert Services from reactive, Excel-driven operations to a proactive, data-driven organization capable of scaling in 2026. You'll establish a single source of truth, forward-looking indicators, and decision-focused governance that treats every meeting as if our Executive leaders are present.
What you get to do in this role:
Governance & Operational Framework

• Design and implement a comprehensive governance structure for the EMEA Delivery organization, ensuring clarity on decision-making, escalation paths, and accountability
• Establish operational cadences for delivery reviews, resource planning, and performance (KPI) management across the leadership team, creating forward-looking, decision-ready reporting including:
• Skills heatmap (coverage vs demand)
• Headcount actuals vs plan and hiring progress tracking
• Pipeline implications for resourcing to enable proactive capacity planning
• Create and maintain AI-enhanced scorecards and KPIs that track delivery health, utilization, margins, customer satisfaction, and project outcomes
• Drive consistency and alignment across all delivery metrics, reporting, and performance management processes, leveraging automation to streamline operations and establish a single source of truth for the organization

Strategic Insights & Business Decision Support

• Analyze utilization trends, capacity planning, and resource allocation using AI-powered analytics to provide forward-looking insights that inform hiring, reskilling, and investment decisions
• Own headcount management and planning processes in partnership with Finance and HR, including workforce modeling, budget tracking, hiring forecasts, and alignment with strategic growth targets
• Monitor delivery performance metrics (project health, margin, customer satisfaction, on-time delivery) using predictive analytics to proactively identify risks and improvement opportunities
• Drive headcount-related decision-making including business cases for new roles, backfill justifications, contractor vs. FTE analysis, and span of control optimization
• Partner with Finance and HR to model workforce scenarios, budget implications, and headcount planning aligned to business growth, using AI tools for scenario modeling
• Translate complex operational data into executive-ready insights and recommendations that drive strategic decisions, leveraging AI-enhanced data visualization and storytelling

Issue Resolution & Operational Execution

• Act as the operational hub for delivery issues including invoicing discrepancies, contract challenges, resource conflicts, and customer escalations-ensuring issues are tracked, escalated appropriately, and brought to resolution
• Roll up your sleeves and embed yourself as a member of the Delivery team, building credibility through hands-on involvement and execution
• Drive cross-functional collaboration with Sales, Legal, Finance, and Customer Success to resolve systemic delivery challenges
• Develop and execute remediation plans for underperforming projects or at-risk engagements, using data-driven insights to inform corrective actions

Performance Enablement & Continuous Improvement

• Lead business performance reviews with the Delivery leadership team, ensuring AI-powered, data-driven conversations and clear action plans
• Identify opportunities to improve delivery processes, tools, and methodologies to enhance efficiency, quality, and customer outcomes through AI and automation
• Support strategic planning sessions, QBRs, and leadership offsites with materials, facilitation, and follow-through
• Foster a culture of operational excellence, accountability, continuous improvement, and AI innovation across the Delivery organization

Qualifications
To be successful in this role you have:

• Advanced AI proficiency: Proven experience integrating AI-powered tools into business operations, including predictive analytics, workflow automation, scenario modeling, or AI-driven decision support. Strong curiosity and capability to explore emerging AI technologies and apply them to operational challenges.
• 5-7+ years of extensive experience in business operations, professional services operations, or delivery management-ideally in a consulting, SaaS, or technology services environment
• Demonstrated ability to partner with senior executives (VP/AVP level) to drive alignment, inform strategy, and deliver results using data-driven insights
• Proven track record building governance structures, operating cadences, and performance frameworks in complex, matrixed organizations
• Strong financial acumen with extensive experience managing headcount planning, workforce budgeting, utilization analysis, and business modeling
• Mastery in data analysis and storytelling using modern analytics platforms and AI tools-ability to synthesize complexity, identify insights, and communicate with executive presence
• Experience resolving operational issues and driving cross-functional problem-solving with urgency and accountability
• A hands-on, roll-up-your-sleeves approach with the ability to balance strategic thinking and tactical execution
• Excellent stakeholder management skills with the ability to influence and build credibility across all levels of the organization
• Proactive mindset, bias for action, and ability to thrive in a fast-paced, ambiguous environment
• Based in Dublin or willing to relocate (at own expense)

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
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.
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