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ServiceNow is seeking a Director of Delivery Vendor Management to own end-to-end partner performance management across a $20M annual vendor portfolio spanning 250 resources. This role manages relationships with major Managed Service Providers (Accenture, Deloitte, Infosys, KPMG, and others) supplying Technical Product Managers, Engineering, and QA talent.
Key responsibilities include:
**Partner Performance & Delivery Oversight**: Own the full portfolio of delivery partner relationships, tracking obligations, deliverables, and milestones against contracted Statements of Work (SOWs). Identify and formally escalate SLA breaches, missed milestones, and quality gaps; apply and track contractual penalties and service credits where warranted. Maintain a partner scorecard covering delivery quality, resource utilization, staffing fill rates, and attrition/backfill turnaround.
**Governance Cadence**: Establish and run monthly performance and operations reviews with each delivery partner, covering KPI review, open risks/issues, staffing health, and commercial standing. Produce executive-ready summaries of partner performance trends for leadership. Maintain a single source of truth (dashboard/tracker) for active SOWs, milestones, and partner health across the full portfolio.
**Commercial & Contract Management**: Lead negotiations with delivery partners on rate cards, SOW terms, renewals, and rate-savings/consolidation opportunities across the $20M portfolio. Partner with Legal, Procurement, and Finance to structure and renegotiate contracts, identifying cost-avoidance and savings targets. Track savings realized against targets and report on total cost of delivery partner spend.
**Capability Building & Enablement**: Relieve engineering managers of day-to-day vendor administration by centralizing partner communication, escalation, and reporting. Design and deliver training for engineering managers on how to draft, structure, and manage MSP agreements and SOWs, including milestone definition, acceptance criteria, and penalty/credit clauses. Create reusable templates, playbooks, and governance frameworks for partner onboarding, performance reviews, and offboarding.
Success will be measured by: % of partner SLAs/milestones met on time, cost savings identified and realized vs. target, time-to-resolution on partner performance issues, reduction in engineering manager time spent on vendor administration, and manager proficiency/adoption of MSP agreement training.
**Requirements**
Required:
- 15+ years in vendor/partner management, IT sourcing, or delivery management, ideally with large SI/consulting partners (Accenture, Deloitte, Infosys, or similar)
- Demonstrated experience managing a $10M+ vendor portfolio and negotiating MSAs, SOWs, and rate cards with measurable cost savings delivered
- Strong understanding of staff-augmentation and managed-service delivery models for Technical Product Management, Engineering, and QA roles
- Experience running formal governance/performance review cadences with external partners at scale (multiple concurrent partners/agreements)
- Comfortable interpreting contractual terms (SLAs, milestones, penalty/credit clauses) without being a lawyer — able to partner effectively with Legal/Procurement
- Strong executive presence and negotiation skills — able to hold their own against Director/VP-level partner account leads
- Experience coaching or training others (e.g., engineering managers) on contract/vendor management practices
Preferred:
- Background in a technology, SaaS, or platform engineering organization
- Familiarity with ServiceNow SPM/vendor/contract management practices
- PMP, CPSM, or vendor management certification
