Fujitsu America is an Elite ServiceNow partner looking for a motivated delivery and operations leader to join our team of passionate professionals.  This person will be responsible for driving the successful delivery of ServiceNow consulting engagements, ensuring operational excellence, and leading a high-performing delivery team. You will set the standards and oversee project execution, manage resource planning, and maintain high-quality service delivery, all while optimizing processes to enhance efficiency and customer satisfaction. This role requires experience with ServiceNow consulting implementations, a strategic mindset, and strong leadership to align delivery capabilities with business goals. 

What we offer:

The opportunity to shape ServiceNow Delivery and Operations standards and practices Unrivalled investment and training in you and your career  A people first approach and a culture of innovation and inspiration  Competitive salary and generous benefits  A flexible and creative environment for everyone

This is a great time to join our Fujitsu team; we are globally committed and invested in rapidly expanding this dynamic business line. Fujitsu is also working directly with ServiceNow leadership to partner and jointly drive value proposition for our customers.  Our successful Practice has experienced significant growth year over year. 

Responsibilities:

Delivery Leadership & Governance

Oversee the successful execution of ServiceNow projects, ensuring timely delivery, budget adherence, and quality standards. Refine and implement delivery governance frameworks, methodologies, and best practices. Lead governance activities for ServiceNow engagement and or managed services support  Drive a culture of accountability, continuous improvement, and innovation within the delivery teams. Serve as the escalation point for project risks and issues, proactively resolving challenges. Manage program leaders, project managers, and other operations related roles

Operational Excellence & Process Optimization

Develop and optimize operational processes to improve efficiency, scalability, and profitability. Monitor and enhance delivery KPIs, SLAs, and customer satisfaction metrics. Liaise with Alliance leadership on capture of ServiceNow partnership metrics Implement automation and best practices to streamline delivery workflows.

Resource & Capacity Management

Oversee resource planning, allocation, and utilization to ensure optimal project staffing. Develop talent within the delivery team, fostering skill growth and career progression. Partner with recruitment teams to attract and retain top ServiceNow talent.

Customer & Stakeholder Engagement

Build and maintain strong relationships with clients, ensuring a superior experience and driving customer success. Collaborate with sales, presales, and account management teams to support business growth and expansion. Provide strategic insights and guidance to customers on best practices and ServiceNow capabilities.

Financial & Business Performance

Manage delivery budgets, profitability, and operational costs to maximize financial performance. Identify opportunities to enhance margins, optimize project pricing, and drive revenue growth. Contribute to business planning, forecasting, and strategic initiatives.

Key Interfaces

Interface with Fujitsu ServiceNow Excellence (FSX) global team for regional support  Coordinate with Global Delivery, Near Shore Delivery Centers, and established vendors partners for resource management, delivery execution and issues Provide delivery insights with respect to Presales and other opportunities Work with finance on financial forecasting of account revenue, margin and for invoice validation and follow-up Interface with Sales to ensure customer alignment needs 

Key metrics and results

Cost-to-serve (as % of revenue, adherence to deal budget) Delivery Quality (SLA management, number of red accounts) Labor Cost Total Contract Value (TCV), Total Contract Margin (TCM) Invoiced revenue ServiceNow specific delivery and partnership metrics  Billability and utilization of resources Client satisfaction (Net Promoter Scores, client references, renewal rate) Margin improvement and cost reduction Resource management (fulfillment, staffing, onboarding, inputs for appraisal, etc.) Capture of customer success stories

Qualifications:

10+ years of experience in leading IT consulting, professional services, managed services, or technology delivery, with a focus on ServiceNow. Proven experience leading large-scale ServiceNow implementations and transformation programs. Deep understanding of ServiceNow best practices, governance, and enterprise service management Strong knowledge of ServiceNow platform capabilities  Expertise in Agile, ITIL, and project management methodologies (PMP, SAFe, or similar certifications are a plus). Exceptional leadership, communication, and stakeholder management skills. Experience in building and managing high-performing teams in a fast-paced consulting environment. Strong analytical and problem-solving skills with a data-driven approach to decision-making. Experience working with alliances and business partners Ability to drive transformation initiatives and introduce new delivery models, such as AI and automation-driven service management. Experience with P&L management, revenue forecasting, and strategic planning. Lead virtual teams and successfully build relationships with CXO-level stakeholders. Skilled in identifying value-creation opportunities and in influencing, collaboration and relationship building Cultivate delivery talent and develop successful delivery leaders

Soft Skills

Deep empathy for customers business objective/goals and their pain points A self-starter, with a purpose driven, growth mindset Passionate about working with people and problem solving Strong verbal and written communication skills Highly motivated to succeed and a strong sense of ownership Team and talent management skills Stays current on existing and emerging technology and industry trends, especially ServiceNow

How you’ll grow

At Fujitsu, we believe in positive and supportive culture and foster People First approach. This type of culture focuses on employee’s aspirations, mapping to Fujitsu’s growth plan, which creates creating a win – win situation. The employees can use their strengths to do their best work every day. There is always room to learn and if employees want to make a lateral move, the organization will work with employees to make that happen. We offer various avenues for our employees to learn and expand their knowledge in a specific business domain or a technology domain or just pure self-improvements.

Benefits

At Fujitsu, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.