Area Vice President, Delivery Excellence

ServiceNow; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A leading cloud services provider in Singapore is seeking a Director of Delivery Excellence to oversee technical delivery excellence and drive customer success across various workflows. The candidate will lead a diverse team and manage complex escalations while developing a strong partnership with sales and product teams. A minimum of 15 years of leadership experience in technical delivery within large enterprise environments is required. The role emphasizes customer-centricity and operational excellence, dotting down every aspect to enhance delivery performance.

Qualifications

• 15 years of experience leading technical delivery in a large enterprise software or cloud company.
• Demonstrated success in building a high-performing organization with 250+ personnel.
• Expertise in managing business metrics while maintaining quality.

Responsibilities

• Lead and coach a diverse technical team.
• Oversee technical delivery services ensuring timely execution.
• Define and execute the APAC Technical COE strategy.

Skills

Leadership at Scale

Team Building

Technical Proficiency

Customer-Centric Mindset

Operational Discipline

Escalation Management

Partner Integration

Job description

Purpose

To lead and scale Delivery Excellence driving technical delivery excellence and customer success across every workflow and industry.

What You’ll Do

• Develop and grow talent – lead and coach a diverse team of high performing technical professionals cultivating a culture of innovation, accountability, operational rigor, and customer obsession.
• Lead technical delivery at scale – oversee all technical delivery services across the region ensuring on‑time, on‑budget execution aligned to customer outcomes.
• Own delivery performance – drive operational excellence throughout the organization measured by revenue attainment, utilization, delivered margin, and implementation CSAT.
• Own delivery strategy – define and execute the APAC Technical COE strategy aligned to business goals and customer needs including driving the transformation required to scale operations across the ecosystem.
• Manage complex escalations – serve as the senior executive for product‑specific and technical escalations coordinating resolution with Product Engineering and Customer Excellence teams.
• Partner across the business – collaborate with APAC Sales, CEG, and Product teams to align delivery capacity with pipeline and account strategy.
• Scale and integrate partner delivery – build a robust partner ecosystem across the region ensuring capacity consistency and quality in partner‑led delivery.
• Advance delivery innovation – leverage automation, AI insights, and best practices to improve delivery predictability, customer satisfaction, and business outcomes.

Qualifications

• Proven Leadership at Scale: 15 years of experience leading large, complex technical delivery or professional services organizations in a $1B enterprise software or cloud company.
• Team Building & Scale: Demonstrated success building and leading a 250‑person high‑performing organization across delivery support and partner ecosystems.
• Technical Credibility: Deep technical proficiency with a track record of successfully executing enterprise‑scale implementations or transformations.
• Customer‑Centric Mindset: Client‑first orientation with strong executive relationships and a trusted presence in front of C‑level customers.
• Operational Discipline: Expertise in managing key business metrics utilization, revenue, and delivered margin while maintaining quality and customer satisfaction.
• Complex Escalation Management: Experience managing large‑scale, high‑visibility escalations and driving resolution in multi‑stakeholder environments.
• Partner Integration Experience: Proven success in integrating and governing partner delivery to expand capacity while maintaining technical excellence.

Success in Role

• Exceptional people engagement and performance.
• Predictable high‑quality delivery outcomes aligned to customer value.
• Scalable technical organization that enables growth and innovation.
• Strong partnership with Sales and Product that accelerates customer success and revenue expansion.
• Consistent achievement of utilization, margin, and CSAT targets across the region.

Remote Work: No

Employment Type: Full‑time

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, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by 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 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.