Delivery Director - ServiceNow and AI Consulting/Advisory Eastern US

Area Delivery Director

Location: Remote (Eastern United States)

Our Mission

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customers. Our vision is to be the go-to ServiceNow Guide, creating extraordinary results with ServiceNow.

NewRocket has been awarded the “2024 BEST Award” , “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)” , “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. We are #GoingBeyond

We bring 20 years of advising and supporting clients in designing, implementing, and managing AI-enabled digital workflows to improve employee and customer experiences. An Elite ServiceNow Partner and ServiceNow Global Partner Award Winner, the Company has completed over 3,000 projects across nine industry specializations. NewRocket Goes Beyond Workflows™ to help clients transform their enterprise into a place where employees flourish, customers thrive, and people matter. With over 3,000 ServiceNow certifications, NewRocket's business strategists take a holistic, strategic approach to optimize the ServiceNow platform and help clients solve industry-specific challenges.

NewRocket is proud to be an Anthropic partner/vendor. Through this relationship, we are expanding our ability to help enterprise clients responsibly design, deploy, and scale AI solutions powered by Claude and other leading AI technologies. Our AI Foundry teams apply Anthropic-aligned practices across prompt and context engineering, retrieval-augmented generation (RAG), agentic workflows, tool use, structured outputs, model evaluation, security, governance, and human-in-the-loop controls.

We #GoBeyondWorkflows to create new kinds of experiences for our customers.

Overall Role Summary

The Area Delivery Director – Eastern US is a senior leadership role responsible for driving delivery excellence, customer satisfaction, and portfolio growth across the Eastern United States. This leader serves as the face of NewRocket’s delivery organization in the region, ensuring our clients experience seamless execution of services across the full range of NewRocket offerings.

In partnership with project managers, engagement leaders, and the sales organization, the Area Delivery Director will provide hands-on oversight, strategic guidance, and leadership for all engagements within the territory. The role is accountable for ensuring the region consistently meets delivery standards, achieves financial goals, and fosters strong, trust-based client relationships that lead to long-term growth.

Key Responsibilities

Delivery Leadership & Excellence

Oversee delivery quality and customer satisfaction across all projects in the Eastern US.

Act as a senior escalation point and trusted advisor to client executives.

Ensure projects are staffed for success, collaborating with Resource Management and Delivery Excellence teams.

Maintain compliance with NewRocket methodologies, ensuring margin control and continuous improvement in delivery practices.

Actively engage on key projects to guide direction, resolve issues, and uphold delivery excellence.

Operational & Business Leadership

Own and manage the regional delivery portfolio, including forecasting, planning, and margin achievement.

Drive efficient utilization of global delivery resources, including strong collaboration with India teams.

Ensure smooth handoffs from Sales to Delivery, aligning scope, estimates, and staffing needs.

Partner with Sales leaders in the Eastern US to expand accounts, secure new logos, and drive bookings growth.

People Leadership

Lead, coach, and mentor direct and indirect delivery team members across the region.

Oversee career progression, hiring, and performance management for delivery talent.

Foster a culture of collaboration, trust, and high performance consistent with NewRocket’s values.

Growth & Impact

Accountable for achieving regional KPIs including bookings, revenue under management, margin, CSAT, and utilization.

Strengthen relationships with clients in the Eastern US to drive expansion opportunities.

Represent the region in cross-company delivery initiatives, ensuring alignment with corporate goals.

Qualifications

12+ years of professional services or consulting experience, including 8-12 years in program/project management.

5+ years leading delivery portfolios and managing large, distributed teams.

Strong knowledge of ServiceNow domains, delivery methodologies, and portfolio management best practices.

Deep knowledge of consulting, professional services, enterprise delivery, and client-account management.

Deep knowledge of portfolio, program, and project-management methodologies and delivery governance.

Strong understanding of enterprise AI delivery, including generative AI, LLMs, Claude, RAG, agentic AI, workflow automation, data readiness, cloud platforms, AI governance, and adoption.

Broad understanding of ServiceNow domain areas, platform capabilities, enterprise workflows, integrations, and AI-enabled experiences.

Proven ability to build client trust, mitigate risk, and manage financial performance of services portfolios.

Excellent leadership, communication, and collaboration skills, with experience across multiple time zones.

Bachelor’s degree or equivalent required; advanced certifications (Agile, PMP, SCRUM, ServiceNow SPM) preferred.

Success Metrics

Regional Bookings Growth

Revenue Under Management

Gross Margin Achievement

Customer Satisfaction (CSAT)

Personal Utilization

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [email protected] https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf