At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don't just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.
The Senior Delivery Director, Program Management role is part of the Snowflake Services Delivery Team. Our purpose is to accelerate customer adoption and drive customer business objectives. We do this through a portfolio of services, delivered by world class consultants that leverage our leading practices, methodologies and tools.
The Senior Delivery Director leads our team of Project Managers and the Project Manager (PM) teams that deliver on the Snowflake Services Delivery offerings to meet the customer business objectives/goals. In this highly strategic role, the Delivery Director will develop and maintain strategies and processes to deliver best-in-class consulting and implementation services to accelerate customer success on their Snowflake journey.
Responsibilities — Delivery Readiness
- Hire, coach, and lead the PM Delivery Team to meet customer goals while creating a culture of high performance, growth, and ownership.
- Build and execute a strategic and actionable business plan that meets the Services Delivery regional objectives, including revenue and consumption targets.
- Create highly accurate financial forecasts as to revenue, utilization, backlog burndown, and hiring goals.
- Lead the Delivery Team through large complex engagements, engaging at executive and sponsor levels both on the customer and partner sides, and acting as the escalation point of contact to facilitate collaboration, decision making, internal alignment, and customer buy-in on proposed solutions.
- Standardize delivery across team members and broader Services Delivery by reviewing proposals/estimates, conducting project reviews, and developing tools based on field input to maintain the highest levels of efficiency, quality, and process improvement.
- Drive high levels of customer satisfaction and delivery quality as measured through post engagement surveys.
Responsibilities — Partnering with Sales & Others
- Collaborate with Sales Account Teams, Services Delivery Sales Teams, Services Delivery Leadership, Resource Management Teams, and SI/Partners to understand the customer and engagement needs, including business & technical challenges, key stakeholders, and delivering on the value of Snowflake.
- Work closely with Practice Directors and Resource Management to understand services sales pipeline and resource requirements to staff engagements.
- Work with the Partner Account team to develop Partner strategies to scale services delivery and network with implementation partners to deliver with consistent quality.
- Partner with the Go to Market (GTM) team to identify opportunities for new service offerings aligned with customer needs and define the value position, scope of services, and collateral for new offerings to present to leadership.
- Support the GTM team by participating in key sales pursuits.
- Draft and review scope for custom Statements of Work and provide feedback to the SD GTM team regarding gaps, issues, and risks.
- Drive the creation and standardization of repeatable industry-based solutions that can be used across similar customers within a vertical.
On Day One We Will Expect You To Have
- 15+ years of Professional Services delivery experience, including expertise building and leading large teams (25+) and managing, leading, and/or delivering Professional Services with accountability for financial targets (revenue, headcount, utilization, etc.).
- Strong management consulting experience and skills.
- Proven track record of building and executing a large scalable Program Management Office (PMO) within a Consulting or Professional Services organization.
- Demonstrated experience with end-to-end PMO governance frameworks for internal and external use.
- Experience building strong impactful teams in a highly collaborative and positive environment.
- Ability to lead by example and practice and willingness to directly get involved in escalations.
- Ability to identify process improvement areas and prioritize areas of improvement and optimization.
- Experience identifying potential risks that could impact project timelines or deliverables.
- Executive stakeholder presence, internal and external.
- Experience with a consumption-based business model, delivering on-premises and SaaS solutions.
- Experience managing cross-functional Professional Services teams (consulting, implementation, trainers, project managers), and working with delivery partners on initiatives to improve quality, reliability, and repeatability of service.
- Ability to forecast and achieve or exceed delivery metrics (customer satisfaction, on-time delivery, utilization).
- Ability to travel as needed.
Key Performance Indicators
- Hire to Headcount targets within given timeframes.
- Reduction of escalations and time to resolution.
- Snowflake consumption targets.
- Team utilization targets.
- Regional revenue targets.
- Engagement delivery quality.
- Effective management of Regional objectives.
Question
Tell me about yourself.
Opening Statement (~45–90 sec)
Thank you for the opportunity to speak with you today. I'm an enterprise Services Delivery executive with 18+ years leading Professional Services and Program Management organizations through complex enterprise data-cloud work — cloud migrations, data-warehouse and lakehouse modernizations, and standing up delivery governance where none existed before. Four things define how I've operated: • Practice Leadership & P&L Ownership — At AWS ProServe, I led a practice of 40+ Project Managers, Consultants, and Delivery Leads, staffing against the live sales pipeline, scoping and pricing SOWs alongside Sales and Solutions Architecture, and running a $45M book to 112% of revenue and 105% of margin targets. • PMO & Delivery Governance — At Amazon and Capital One, I founded and scaled a Program Management Center of Excellence, standardizing methodology, resource allocation, and executive reporting across every program in the portfolio. • Commercial & Escalation Discipline — I ran FinOps and adoption reviews, enforced quality-audit checkpoints on every deliverable, and escalated risk to executive sponsors myself, early — driving 125% of consumption targets, 98% engagement delivery quality, and escalations cut by nearly half. • AI-Native Practice — I use AI daily to draft risk register entries, executive updates, and SOW reviews, always with a human decision gate before anything ships. What I'd bring to Snowflake is that same pattern — build the governance, lead the practice, earn the trust — and let results like these follow from doing the work right, not the other way around.
Detailed Response
Practice Leadership & P&L Ownership
At AWS ProServe, I led a practice of 40+ Project Managers, Consultants, and Delivery Leads delivering enterprise data-cloud engagements for named accounts like Capital One, Experian, and Nasdaq. Practice leadership meant owning the full operating rhythm myself: staffing PMs and consultants against the live sales pipeline, scoping and pricing SOWs alongside Sales and Solutions Architecture before deals closed, coaching delivery leads through escalations, and reviewing revenue, margin, and utilization forecasts against the portfolio every month. P&L ownership meant that portfolio was mine to answer for — a $45M annual revenue book I was directly accountable to, which I ran to 112% of revenue and 105% of margin targets, while sustaining 88% billable utilization against an 80% target and a 95% on-time hire-to-headcount fill rate within 60-day windows.
PMO & Delivery Governance
At Amazon and Capital One, I founded and scaled a Program Management Center of Excellence — standardizing consulting methodologies, delivery frameworks, resource allocation, and executive reporting across every cloud, AI, and data-transformation program in the portfolio, which drove a 45% reduction in escalations, cut resolution time from 10 days to under 36 hours, and sustained 99%+ compliance across the portfolio.
Commercial & Escalation Discipline
I protected delivery economics and customer trust through the same handful of habits applied consistently across every account: running FinOps and post-launch adoption reviews so customers actually consumed what we built instead of just accepting a completed SOW, enforcing quality-audit checkpoints on every deliverable before it reached the customer, and escalating risk to executive sponsors myself, early, instead of letting it surface through the account team. That discipline is what produced 125% of annual consumption targets ($18M in ARR growth) at AWS ProServe, a 98% engagement delivery quality score across 50+ enterprise engagements, a 92 NPS, and a 45–50% reduction in customer escalations with time-to-resolution cut from as much as 14 days down to under 48 hours.
AI-Native Practice
I'm also AWS- and Azure-certified at the architect level and hold Anthropic's Claude, Claude Code, and Model Context Protocol certifications, which matches Snowflake's ask for delivery leaders who treat AI as a working tool, not a talking point. Concretely, that means I use it daily to turn raw program status from Jira, docs, and meeting notes into a first-draft risk register entry or executive update, to stress-test SOW language for ambiguity before it reaches a customer, and to accelerate the first pass of a proposal or estimate review against past engagement data — with a human decision gate on every one of those before it ships.
Closing Statement
What draws me to this role is the direct overlap between what I've built and what Snowflake's Services Delivery org needs: a leader who's already hit these exact KPIs — revenue, consumption, utilization, hire-to-headcount, escalation reduction — at practice scale, and who's ready to bring that same discipline to a Snowflake-native consumption business.