NTT DATA is establishing a global, industry-driven, AI-native ServiceNow practice. This new Global Delivery Services (GDS) organization will consolidate pooled delivery capabilities across all regions and business lines, managing everything from strategy and implementation to long-term managed operations.

As the Global Head of GDS, you will architect, build, and lead this critical function from inception. Your ownership will encompass the practice's delivery workforce, methodologies, tooling, quality standards, and managed services business. The role demands a focus on predictable, cost-competitive global delivery, integrating AI-powered solutions like Now Assist and agentic workflows as the standard operating model.

This is a unique opportunity to shape the future of NTT DATA's ServiceNow delivery. You will collaborate with regional practice leaders and global heads, represent delivery within the ServiceNow partnership, and influence delivery strategies for years to come. This is a builder's role within one of the world's largest technology services companies.

Build and lead the global ServiceNow delivery organization, defining the operating model, tower structures, and leadership team. Scale offshore and nearshore delivery capabilities across key ServiceNow modules and AI offerings, managing workforce operations and the onshore/offshore mix.

Own end-to-end delivery outcomes, ensuring projects are on-time, on-budget, and of high quality. Establish robust quality gates, estimation standards, and risk controls. Collaborate with architecture teams on platform standards and client success metrics.

Design and launch a comprehensive managed services offering, including AI-driven management and Center of Excellence as a Service. Develop transition methodologies, SLA frameworks, and service governance for post-implementation client platform management, aiming to grow annuity revenue.

Drive AI-native delivery by embedding Now Assist and agentic workflows as standard. Industrialize AI-powered delivery through accelerators, aiming for measured reductions in cost and time-to-value. Secure necessary partner designations and specializations.

Integrate delivery capabilities with regional teams and other NTT DATA business lines, establishing clear communication channels, forecasting cadences, and escalation paths. Provide delivery support for solutions sold through other NTT DATA entities.

Manage delivery economics, owning the cost base, rate cards, and productivity targets to achieve year-on-year gross margin improvements.

Develop and execute talent strategies, including hiring programs and certification paths. Define and implement a multi-hub location strategy, leveraging India and nearshore geographies.

A proven track record of 20+ years in technology consulting and services, with at least 15 years specifically in ServiceNow delivery. This includes over 10 years leading ServiceNow delivery organizations within top-tier ServiceNow partners.

Demonstrated success in 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 geography.

Experience managing profit and loss or cost centers for a delivery organization, covering rate cards, utilization, gross margin, and bench management. Expertise in designing, launching, or managing ServiceNow platform managed services or application management services with SLA-based operations and annuity revenue.

Hands-on experience with Now Assist, generative AI, and agentic workflow implementations on ServiceNow. Broad product knowledge across ITSM, ITOM, ITAM, HRSD, CSM, and IRM/SecOps, with the ability to define tower structures and competency models.

Multi-region operating experience, serving North American and European clients from India-based delivery within a global matrixed structure. Experience running large-scale talent acquisition programs in the India ServiceNow market.

Bachelor's degree in engineering, computer science, or a related field is required. An MBA or equivalent business qualification is highly desirable.