Global Head, Global Delivery Services (GDS) — ServiceNow

Organization: NTT DATA, Inc. — Global ServiceNow Practice

Reports to: Global Practice Leader, ServiceNow

Location: India (Bengaluru or Hyderabad preferred); global travel required

Level: Senior Executive

The opportunity

NTT DATA is building a global, industry-driven, AI-native ServiceNow practice to serve clients across North America, Europe, Latin America, Asia Pacific, the Middle East and Africa. As part of this, we are creating a single Global Delivery Services organization: a pooled, multi-hub delivery capability that supports every region and every NTT DATA business line from strategy and implementation through long-term managed operations.

The Global Head, Global Delivery Services will design, build and lead this organization from the ground up. You will own the practice's delivery workforce, its delivery methods and tooling, its quality and outcomes, and its managed services business. You will be accountable for making delivery predictable and cost-competitive at global scale, while establishing AI-powered delivery — Now Assist, agentic workflows and AI-enabled accelerators — as the standard way we work.

This is a builder's role inside one of the world's largest technology services companies. You will operate as a peer to regional practice leaders and other global practice heads, represent delivery in the ServiceNow partnership, and shape how NTT DATA delivers on the platform for years to come.

Your key responsibilities

Build and lead the global delivery organization

• Design the delivery operating model, tower structure and leadership team, including regional consulting delivery leaders, a global managed services leader, a delivery excellence and transformation leader, and a workforce operations function
• Establish and scale the offshore and nearshore delivery bench, with architect-led towers across ITSM, ITOM, ITAM, HRSD, CSM/FSM, IRM/GRC, SecOps and Now Assist/AI
• Own the target pyramid, onshore/offshore mix, utilization model and the governance that keeps engagements staffed against them

Own delivery outcomes and quality

• Accountable for on-time, on-budget, on-quality delivery across the global engagement portfolio; owner of delivery risk, escalation and recovery
• Establish delivery quality gates, estimation standards, fixed-price risk controls and definition-of-done used across all regions
• Partner with the practice's architecture community on platform standards and client outcome measures

Build the managed services and annuity business

• Design and launch the practice's managed services offerings, including platform managed services, AI-driven and autonomous platform management, Center of Excellence as a Service and managed-outcome models
• Establish transition methodology, SLA frameworks, operations tooling and service governance for taking over client platforms post-implementation
• Grow annuity revenue as a meaningful and increasing share of the practice

Make delivery AI-native by default

• Embed Now Assist and agentic workflow configuration as the standard in every implementation and as an expected competency of every delivery role
• Industrialize AI-powered delivery through accelerators and AI-enabled application management, with measured reductions in delivery cost and time-to-value
• Own the delivery-side credentials required for ServiceNow AI partner designations and product-line specializations

Integrate with regions and other NTT DATA business lines

• Establish staffing service levels, forecasting cadence and a single escalation path for regional and industry leaders
• Provide delivery capacity, standards and estimating support for ServiceNow-based solutions sold through other NTT DATA global practices and NTT Group companies
• Support delivery of NTT DATA's internal ServiceNow programme as a reference client

Run delivery economics

• Own the delivery cost base: rate cards, cost-to-serve, bench cost, subcontractor spend and productivity targets
• Deliver year-on-year gross margin improvement through mix, automation and location strategy

Talent, certification and location strategy

• Build the hiring engine, including campus, lateral and academy programs, and a certification program aligned to partner-program targets
• Define and execute the multi-hub location strategy across India and nearshore geographies

ServiceNow alliance

• Own delivery metrics reported to ServiceNow, including certified resources, deployment quality and customer satisfaction, in partnership with the global alliance team

Skills and attributes for success

• A builder who creates structure where none exists and is energized by the ambiguity of standing up a new organization
• Deep fluency in delivery economics — pyramid, utilization, cost-to-serve — and the ability to defend a delivery model to a CFO
• Conviction that AI-powered delivery is the operating model, not a pilot
• A federating leadership style: able to hold a global standard while earning the trust of regional leaders, and resolving onshore/offshore tensions with data rather than authority
• Personal accountability for client outcomes and for the practice's delivery reputation with ServiceNow
• A recognized name in the ServiceNow talent ecosystem who attracts and retains senior architects
• Executive presence with C-level clients, partner executives and senior internal stakeholders
• Comfort operating in a matrixed global organization with regional profit and loss ownership

To qualify for this role, you must have

• 20+ years of overall technology consulting and services experience
• 15+ years of ServiceNow-specific experience, including 10+ years leading ServiceNow delivery organizations at a ServiceNow Global Elite, Global Strategic or comparable partner
• A proven track record building and scaling a large offshore or global delivery center for ServiceNow, with direct ownership of a practice of several hundred practitioners across India and at least one other delivery geography
• Profit and loss or cost-center accountability for a delivery organization, including rate cards, utilization, pyramid, gross margin and bench management
• Experience designing, launching or running ServiceNow platform managed services or application management services with SLA-based operations and annuity revenue
• Ownership of delivery methodology, estimation, quality assurance and PMO standards for a ServiceNow practice
• Hands-on experience delivering Now Assist, generative AI and agentic workflow implementations on the ServiceNow platform, with working knowledge of AI Control Tower and AI Agent Studio
• Broad product depth across ITSM, ITOM, ITAM, HRSD, CSM and IRM/SecOps, with the ability to define tower structures, competency models and certification paths
• Multi-region operating experience serving North American and European clients from India-based delivery within a matrixed global practice structure
• Experience running large-scale talent programs — campus and lateral hiring, academies and retention — in the India ServiceNow market
• Bachelor's degree in engineering, computer science or a related field

Ideally, you would also have

• Experience within a mature global ServiceNow practice at a large consulting firm or global systems integrator
• Delivery-side M&A due diligence and post-merger integration experience
• Experience with AI-powered delivery tooling, including accelerator platforms, generative AI-assisted configuration, testing and documentation, and AI-driven application management
• Delivery exposure to Moveworks or EmployeeWorks, Armis or Veza
• Experience opening or scaling delivery in nearshore hubs (Philippines, Latin America, Eastern Europe) or India Tier-II cities
• Experience delivering ServiceNow-based solutions as a service or embedded within outsourcing contracts (digital workplace, service desk, business process services)
• Industry solution delivery in financial services, manufacturing, healthcare or public sector, including regulated-environment controls (SOC 2, ISO 27001, FedRAMP awareness)
• ServiceNow Certified Master Architect or Certified Technical Architect, or multiple Certified Implementation Specialist certifications
• ITIL 4 Managing Professional or equivalent
• Experience standing up a practice or business unit from an early stage
• MBA or equivalent business qualification
• Familiarity with delivery for Japanese clients or Japanese-headquartered organizations