Director - Process & Quality - ServiceNow

Job Title: Director – Process & Quality Location: India (Remote) Reports To: India Head Why Us NewRocket is the AI-first Elite ServiceNow Partner that activates real value on the Now Platform. As a trusted advisor to enterprise leaders, we combine industry expertise, human-centered design, and enterprise-grade AI to help organizations navigate change and scale with confidence. With two decades of experience guiding clients to realize the full potential of the ServiceNow AI Platform, we are one of the largest pure-play ServiceNow partners, uniquely focused on enabling enterprises to adopt AI they trust—AI that delivers lasting business value. We #GoBeyondWorkflows to create new kinds of experiences for our customers. Come join our Crew! The Role We are seeking an experienced and strategic Director – Process & Quality with a strong background in ServiceNow implementations and IT Consulting. This leadership role will be responsible for establishing, governing, and continuously improving delivery processes, quality frameworks, and operational excellence across ServiceNow and consulting engagements. What you will be doing - Process Governance & Standardization - Define, implement, and continuously improve enterprise-wide delivery processes aligned with ServiceNow best practices. - Establish standardized frameworks for implementation, enhancement, AMS, and transformation programs. - Quality Management & Assurance - Design and lead Quality Management Systems (QMS) across all delivery functions. - Define KPIs, SLAs, CSAT metrics, defect metrics, and quality benchmarks. - Conduct delivery audits, compliance checks, and quality reviews across projects. - Drive root cause analysis (RCA) and preventive action frameworks. - ServiceNow Delivery Excellence - Ensure adherence to ServiceNow implementation standards and architecture guidelines. - Improve implementation maturity across ITSM, ITOM, HRSD, CSM, and other ServiceNow modules. - Collaborate with Practice Leads to enhance solution quality and reduce rework. - Govern release management, testing frameworks, and deployment quality. - Consulting & Client Governance - Partner with client stakeholders to ensure delivery quality and governance transparency. - Drive continuous improvement initiatives across client accounts. - Risk, Compliance & Continuous Improvement - Implement automation in quality monitoring and reporting. - Leadership & Capability Development - Build and mentor Process and Quality teams. - Drive training initiatives on ServiceNow best practices and consulting methodologies. - Foster a culture of accountability, structured delivery, and continuous improvement. What you bring Along - 12–18+ years of experience in IT Services/Consulting. - 5+ years in leadership roles managing Process, Quality, or Delivery Excellence. - Strong hands-on experience in ServiceNow implementation programs. - Background in Consulting firms or IT Services organizations. - Deep understanding of ITIL, Agile, DevOps, and structured delivery frameworks. - Experience managing enterprise-scale ServiceNow programs. - Proven track record of improving delivery metrics and customer satisfaction. - Experience with quality frameworks such as ISO, CMMI (preferred). Preferred Certifications - ServiceNow Certifications (CSA, CIS, CAD or equivalent) - ITIL Certification - Lean Six Sigma / Quality Certification (preferred) - Agile / SAFe certification (preferred) We Take Care of Our People NewRocket is committed to a diverse and inclusive workplace. We celebrate diversity, respect individuality, and ensure every employee’s voice is heard. We are proud to be an equal opportunity employer and affirmative action employer.

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