Engagement Delivery Lead (ServiceNow Business Group)

About the role

Are you a delivery leader who thrives at the intersection of strategy, technology, and people? We are looking for an exceptional Senior Delivery Lead to anchor our ServiceNow Business Group (SNBG) - a high-growth practice at the forefront of enterprise digital transformation.

In this pivotal role, you will set the delivery vision, shape our go-to-market approach in close partnership with Sales, and build the capabilities that enable our teams to deliver outstanding outcomes for some of the most complex enterprise accounts across the region. You will be the guardian of delivery excellence - bringing structure, empathy, and commercial nous to every engagement.

What you'll do

Delivery Strategy & Governance

• Define and champion a scalable delivery strategy for SNBG, setting the standard for quality, governance, and consistent outcomes across programmes.

• Own end-to-end programme health - overseeing scope, schedule, budget, risk, and quality across multiple complex enterprise workstreams.

• Drive the adoption of delivery best practices, methodologies, and standards across the group.

Sales Partnership & Commercial Acumen

• Work hand-in-hand with Sales on account planning, pipeline forecasting, and resource prioritisation - ensuring delivery capacity and commercial commitments are well-aligned.

• Act as a trusted advisor to clients from pre-sales through delivery, shaping propositions that are commercially sound and operationally executable.

Training, Skills & Capability Development

• Own the training and skills roadmap for SNBG delivery practitioners across industries, proactively identifying capability gaps and building structured development pathways.

• Partner with People and Enablement teams to create programmes that sharpen both technical and consulting skills within the practice.

Executive Stakeholder Engagement

• Lead with confidence in front of C-suite and senior client stakeholders - facilitating executive steering committees, navigating ambiguity, and maintaining trust across complex relationships.

• Translate delivery complexity into clear, compelling executive-level narratives that drive alignment and decision-making.

People Leadership & Wellbeing

• Mentor and guide SNBG delivery resources - matching the right skills to the right engagements, actively managing career growth, and fostering a high-performance, sustainable culture.

• Champion healthy ways of working: manage burnout proactively, respect personal boundaries and after-hours commitments, and model the behaviours you expect from the team.

• Lead with psychological safety - creating an environment where team members feel valued, heard, and empowered to do their best work.

What we are looking for

You bring a powerful blend of strategic vision, operational rigour, and genuine people leadership. Here's what we'd love to see:

• 15+ years in technology or professional services delivery
• Proven end-to-end ownership of complex enterprise programmes
• Track record engaging C-suite and senior stakeholders
• Strong commercial acumen and experience partnering with Sales
• Ability to build and articulate a delivery strategy for a business group
• Experience building skills roadmaps and coaching delivery teams
• Strong written and verbal communication at executive level
• Comfort working with distributed teams across time zones
• Familiarity with the ServiceNow platform and delivery methodology (preferred)
• ITIL, PMP/PRINCE2, Agile/Scrum or equivalent certifications (preferred)