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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 role serves as the primary governance point between ServiceNow and delivery partners, ensuring engagements meet agreed service levels, quality standards, contractual commitments, and customer outcome expectations.
Key Responsibilities:
- Act as primary ServiceNow contact for partner Delivery Managers, maintaining day-to-day oversight of service performance against contracted KPIs and SLAs
- Review delivery quality trends, audit findings, and operational metrics to identify systemic issues and improvement opportunities
- Monitor delivery unit economics and cost-per-outcome performance across unit-based, outcome-based, or hybrid commercial models
- Manage the evolution of partner services, planning new capabilities with appropriate stakeholder alignment and measurable outcomes
- Own operational governance cadence including weekly check-ins, monthly reviews, and quarterly business reviews
- Lead delivery escalations across ServiceNow and partner teams, driving timely resolution and accountability
- Track and accept transition/mobilization milestones during partner onboarding, including staffing ramp, capability readiness, and exit criteria
- Manage capacity and demand processes, including utilization tracking and variance planning
- Manage change control for operational or initiative requests with contractual implications
- Flag discrepancies between delivery status and invoicing/payment triggers to Commercial and Finance
- Produce and maintain performance reporting with regular updates to internal leadership
- Identify and implement process improvements in response to tooling, operating model, or service delivery changes
- Coordinate with Service Delivery Managers in other geographies for global consistency
- Maintain regular interlock with Global Partnerships and Channels team and emerging global partner organization
- Partner with account teams, customer success teams, and delivery stakeholders to protect customer outcomes
- Drive consistency in delivery execution, governance processes, and operational standards across partner-delivered services
Requirements:
- Demonstrated experience in service delivery management, vendor governance, or partner performance management within complex, matrixed organizations (particularly 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 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
- Demonstrated ability to influence and collaborate across functions and levels 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 (NPS, utilization, rate cards, product adoption)
- 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 complex operating environments
- 5+ years of experience in service delivery, partner governance, or related operational role within global technology or SaaS environment
- Track record of driving continuous improvement and service efficiencies
Preferred Qualifications:
- Experience working within or alongside Partner or managed service delivery models, particularly in vendor governance or service integration capacity
- Familiarity with scaled SaaS operating models, AI Native environments, and partner-delivered service motions
- Experience operating within organizational transformation programmes in post-sales or customer success context
- Certifications in project management, service management, supplier management, or customer success disciplines (PMP, ITIL, CSM, COPC)
- Exposure to AI-enabled or agentic workflow tooling within operational team environment
- Experience operating in global teams servicing multiple geographies including AMS, EMEA, and APAC
