Director – Delivery Lead – ServiceNow

Overview

In this role you will lead enterprise-scale ServiceNow transformations for Financial Services clients, shaping strategies and roadmaps from strategy to value realization. You will act as a trusted adviser to C-suite leaders, drive multi-location delivery, and collaborate across Deloitte, ServiceNow, and alliance teams to grow a sustainable pipeline. This is an opportunity to influence major client programs, leverage AI-enabled delivery, and contribute to Deloitte’s transformation agenda in financial services.

Pay / Benefits

• hybrid working across the UK
• focus on wellbeing and inclusion
• world-class development and learning opportunities
• opportunity to work with diverse, high-profile clients
• impactful transformation work
• flexible career growth

Responsibilities

• Shape transformation strategies, roadmaps, operating models and platform governance for Financial Services clients
• Lead governance, scope, financials, resources, quality, risk, benefits and QRM compliance across complex engagements
• Act as a trusted adviser to C-suite and senior stakeholders, translating complex topics into clear executive choices with evidence-based recommendations
• Direct multidisciplinary, multi-location teams and resolve complex delivery dependencies across Deloitte, client, ServiceNow and third-party teams
• Ensure solutions meet regulatory, operational resilience, security, architecture and control expectations
• Originate, shape and lead a portfolio of ServiceNow opportunities and build a sustainable pipeline
• Develop market propositions, thought leadership and go-to-market activity to strengthen Deloitte’s ServiceNow profile in Financial Services
• Shape AI-enabled ServiceNow propositions and delivery approaches to improve client outcomes and delivery quality
• Scan Financial Services and ServiceNow market trends to identify emerging client needs and capitalize on market demand
• Drive collaboration across Deloitte service lines, account teams and alliance teams to bring full breadth of capabilities
• Peer with Partners and Directors to shape priorities and investments in high-value opportunities
• Lead inclusive, high-performing teams and foster Deloitte values, wellbeing, collaboration and development

Key requirements

• Extensive leadership of large, complex ServiceNow transformations in regulated Financial Services environments
• Accountability for programme outcomes including scope, financials, resources, quality, risk, adoption and benefits realisation
• Strong ServiceNow platform knowledge across capabilities, shaping platform strategy, roadmap, architecture, governance and integration decisions
• Deep understanding of Financial Services operating models, regulation, resilience, risk, controls and technology-enabled transformation
• Proven ability to build trusted C-suite relationships and influence senior decisions
• Track record of originating or growing a pipeline and converting opportunities through senior stakeholder engagement
• Strong commercial acumen across opportunity shaping, contracting, margin and delivery economics, including GenAI and global delivery levers
• Experience leading large, distributed teams using Agile, hybrid or scaled delivery in multi-supplier and global environments
• Exceptional CxO-level communication, negotiation and inclusive leadership skills

• Strong communication and negotiation
• Executive presence and credibility
• Collaborative leadership and people development
• ServiceNow platform knowledge
• AI-enabled delivery approaches (GenAI)
• Agile, hybrid or scaled delivery methods

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