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ServiceNow is seeking a Service Delivery Manager (SDM) for APAC to oversee the performance, quality, and operational health of partner-delivered services across the region. This is a governance and accountability role that bridges ServiceNow and delivery partners, ensuring engagements meet agreed service levels, quality standards, contractual commitments, and customer outcome expectations.
Key Responsibilities:
- Serve as the primary ServiceNow point of contact for partner Delivery Managers, maintaining day-to-day oversight of partner service performance against contracted KPIs and SLAs
- Review delivery quality trends, audit findings, and operational metrics to identify systemic issues, root causes, and continuous improvement opportunities
- Monitor delivery unit economics and cost-per-outcome performance, ensuring the commercial model tracks to delivered value
- Manage the evolution of partner services, planning and deploying new capabilities with appropriate stakeholder alignment and measurable outcomes
- Own the operational governance cadence, including weekly performance check-ins, monthly reviews, and quarterly business review preparation
- Lead delivery escalations across ServiceNow and partner teams, driving timely issue resolution and accountability for remediation
- Own transition and mobilization milestones during partner onboarding or service transitions, including staffing ramp, capability readiness, and exit criteria
- Manage capacity and demand processes, including utilization tracking, variance planning, and reconciliation against contracted volumes
- Manage change control for operational or initiative requests with contractual implications
- Flag discrepancies between service delivery status and invoicing or milestone payment triggers to Commercial and Finance teams
- Produce and maintain performance reporting, providing regular updates to internal leadership
- Identify and implement process improvements in response to changes in tooling, operating model, or service delivery requirements
- Coordinate with Service Delivery Managers in other geographies on initiative design, sequencing, and rollout for global consistency
- Maintain regular interlock with Global Partnerships and Channels (GPC) team, ensuring partner performance insights and capability needs are shared and actioned
- Partner with account teams, customer success teams, and delivery stakeholders to protect customer outcomes and address service delivery risks
- Drive consistency in delivery execution, governance processes, and operational standards across partner-delivered services within APAC
Requirements:
- Demonstrated experience in service delivery management, vendor governance, or partner performance management within a complex, matrixed organization, particularly within India-based organizations
- Experience managing partner, vendor, or supplier performance through structured governance frameworks, scorecards, and business reviews
- Proven ability to manage third-party performance against defined SLAs and KPIs, including escalation and corrective action processes
- Experience managing partners in Customer Success and Professional Services contexts
- Experience designing and maintaining operational documentation, including playbooks and standard operating procedures
- Strong project and programme management capability with a track record of delivering cross-functional initiatives to agreed timelines
- Ability to ensure effective coverage and handoff models across distributed, multi-shift delivery teams
- Experience monitoring and tracking partner resource development of skills and certifications in line with service demands
- Demonstrated ability to influence and collaborate across functions and levels of seniority without direct line authority
- Proficiency in performance data analysis and reporting, with ability to draw actionable conclusions from KPI and operational metrics
- Familiarity with Customer Success and Professional Service metrics and post-sales operating models, including NPS, utilization, rate cards, and product adoption measures
- Knowledge of, or ability to rapidly develop proficiency in, ServiceNow's platform and products
- Ability to balance customer outcomes, business objectives, and partner performance requirements in a complex operating environment
- 5+ years of experience in service delivery, partner governance, or a related operational role within a global technology or SaaS environment
- Track record of driving continuous improvement and service efficiencies
Preferred Qualifications:
- Experience working within or alongside a Partner or managed service delivery model, particularly in a vendor governance or service integration capacity
- Familiarity with scaled SaaS operating models, AI Native environments, and partner-delivered service motions
- Experience operating within an organizational transformation programme in a post-sales or customer success context
- Certifications in project management, service management, supplier management, or customer success disciplines (e.g., PMP, ITIL, CSM, COPC)
- Exposure to AI-enabled or agentic workflow tooling within an operational team environment
- Experience operating in global teams servicing multiple geographies, including AMS, EMEA, and APAC
