Director, ServiceNow Delivery

About TQA:TQA is looking for a Director to own our ServiceNow delivery capability from the ground up. This means building the team, running the practice day to day, and maintaining oversight across every ServiceNow project we deliver.You will work hand in hand with our GTM ServiceNow Lead, who owns the commercial and go-to-market motion. Your focus is the delivery side: the people, the quality, the standards, and the capability that makes us credible and competitive in the market.This role suits someone who has spent serious time in the ServiceNow ecosystem, understands where it is heading with AI and data, and is ready to lead a practice rather than just work within one. You do not need to be the most technical person in the room, but you need to understand what is being built, what good looks like, and where the hard problems live.Position Overview:Delivery oversightMaintain visibility across all active ServiceNow projects, spotting risk early and intervening when neededSet and enforce delivery standards, governance, and ways of working across the practiceAct as the senior escalation point for complex or at-risk engagementsDrive consistent, high-quality outcomes that protect TQA's reputation and client relationshipsTeam building and global leadershipBuild and lead a globally distributed ServiceNow delivery team, spanning multiple time zones and regional marketsOwn hiring decisions across geographies: define the profiles we need, assess candidates, and bring the right people inCreate clear career pathways and development plans for consultants, architects, and developers wherever they are basedRun regular 1:1s, performance conversations, and capability reviews across a remote-first teamBuild a cohesive team culture that works across borders, not just within themIdentify certification and skills gaps and put plans in place to close themAI-powered deliveryChampion the use of AI tooling within delivery itself: accelerating documentation, code generation, testing, quality assurance, and project governanceSet expectations that the team actively uses AI to work smarter, not just delivers AI solutions for clientsStay current on how AI tools are evolving within the ServiceNow ecosystem and translate that into better delivery practiceHelp the team develop fluency with AI-assisted ways of working as a core competency, not an optional extraIP capture and practice developmentSystematically capture reusable assets from delivery: accelerators, templates, integration patterns, configuration frameworks, and documented solutionsWork closely with the GTM ServiceNow Lead to package delivery IP into repeatable offerings that can be taken to marketMaintain and evolve a library of practice assets that shortens sales cycles and improves delivery consistencyTreat what the team builds for clients as a source of competitive advantage for TQA, not just billable outputGTM and commercial collaborationWork closely with the GTM ServiceNow Lead to align delivery capability with what is being soldSupport pre-sales and scoping conversations where delivery credibility and input is neededContribute reusable assets and delivery proof points that strengthen proposals and RFP responsesFlag capacity constraints or capability gaps that affect what we can realistically take onRequired Skills and Experience:Leadership and delivery5+ years operating in the ServiceNow ecosystem at a senior level, whether as an architect, delivery lead, or practice managerProven track record of building and leading consulting or professional services teams across global or distributed geographiesExperience managing teams across multiple time zones with the cultural awareness and operational discipline that requiresStrong delivery instincts: you can read a project early and know when something needs attentionComfortable being both a people leader and a hands-on delivery operator, often on the same dayExperience working alongside commercial or GTM functions in a consulting environmentTechnical knowledge. You do not need to be hands-on day to day, but you need enough depth to lead credibly and make good decisions:Solid understanding of ServiceNow architecture, including AI capabilities such as Now Assist, Virtual Agent, and Workflow Data FabricFamiliarity with how ServiceNow integrates with external platforms, including RPA tools like UiPath, cloud AI services like Azure OpenAI, and data platforms like DatabricksWorking knowledge of LLMs and how they are being applied within enterprise automation and workflow contextsEnough technical fluency to challenge an approach, assess a design decision, and know when to bring in deeper expertiseA genuine interest in how AI is changing the way professional services teams work, not just what they deliverWhat success looks like in year oneEvery active ServiceNow delivery is running to a consistent standard, with clear ownership and visibilityThe team is growing in the right direction, with defined roles, development plans, and low attr