Director, Expert Services

Practice Directors mentor and lead teams of technical consultants, providing both strategic direction and hands-on guidance to address complex customer challenges and ensure successful outcomes. They act as trusted advisors on Expert Services capabilities, managing expectations around skills, development, and delivery excellence. By leveraging their experience, they guide teams in overcoming challenges, aligning efforts with organizational goals, and driving long-term organizational strategies to enhance practice capabilities.The role of the Director, Expert Services will oversee managers and consultants who are responsible for supporting customer and partners with the delivery of solutions involving the Technology Workflow, Core Business Workflow and Platform, Data & AI portfolios. The role reports to the Sr Director, Customer Delivery APAC. In this role you will leverage your technical expertise and experience in business transformation solutions to guide our customers, partners and your team to achieve desired business outcomes.What You Get to Do in This RoleDevelop and lead a team of consultants, fostering growth, enablement, and professional development.Mentor technical consultants by contributing expertise to guide delivery efforts and support the resolution of complex escalations.Mentor technical consultants to promote accountability, innovation, and operational excellence while addressing team and customer challenges.Champion customer transformation, ensuring solutions align with business goals and drive measurable outcomes.Provide strategic and technical leadership to customers, partners, and internal teams.Drive a culture of collaboration, knowledge sharing, and continuous learning within the team, including the development and refinement of service offerings and best practices.Support teams in optimizing delivery operations by ensuring resources, processes, and solutions are effectively aligned with customer goals.Support business development efforts, including pre-sales, scoping, and proposal development. Partner with internal teams—Product, Sales, Enablement—to align delivery capability and methodology with broader ServiceNow objectives. Key Performance Measurements Contribution to professional services business outcomes (revenue, etc.).Team productivity and billable utilisation.Customer satisfaction scores and project business impact.Product consumption and/or adoption.Talent development and team growth.Readiness and capability building within the team.Driving innovation and adoption in ServiceNow deployments.