Service Delivery Manager

Job description

The Team Service Delivery is the backbone of ServiceNow's customer success strategy in the Americas. We manage the governance, performance, and strategic alignment of our global system integrator (SI) and service delivery partners ensuring that partner-delivered services meet the highest standards of quality, customer satisfaction, and business outcomes. The Service Delivery function spans partner capacity planning, contingent worker onboarding, contract management, resource optimization, and end-to-end delivery governance across a large ecosystem of delivery partners serving thousands of customers. As a Service Delivery Manager, you will be part of a team supporting the Director, Service Delivery in executing the regional service delivery strategy and governance frameworks. Your focus will be on the tactical, day-to-day oversight and governance of assigned partner engagements, ensuring consistent execution of ServiceNow standards, quality metrics, and customer outcomes. The Role The Service Delivery Manager is responsible for overseeing the performance, quality, and operational health of assigned partners. Acting as the primary governance point between ServiceNow and delivery partner(s) for your assigned portfolio, you ensure partner resources assigned to ServiceNow engagements are delivered in accordance with agreed service levels, quality standards, contractual commitments, and customer outcome expectations. You monitor service delivery performance, identify risks, drive corrective actions, manage escalations, and provide ongoing visibility into delivery health for leadership. Your role serves as the critical accountability layer that makes partner performance predictable, scalable, and aligned to ServiceNow standards across your assigned partners, regardless of whether they are delivering managed services, outsourced operations, subcontracted services, or project-based engagements. You work closely with the Director, Service Delivery to implement governance processes, contribute to strategic initiatives, and escalate systemic issues that require regional leadership attention. Responsibilities Partner Performance Governance • Serve as the primary ServiceNow point of contact for assigned partner points of contact; maintaining day-to-day oversight of partner service performance against contracted KPIs and SLAs. • Monitor service delivery performance across assigned partners, tracking key metrics including quality scores, customer satisfaction, utilization rates, delivery timelines, and cost-per-outcome performance; ensuring that ServiceNow and its customers are getting excellence in delivery from its partner resources. • Review delivery quality trends, audit findings, and operational metrics to identify systemic issues, root causes, and opportunities for continuous improvement within assigned portfolio. • Monitor delivery unit economics and cost-per-outcome performance, ensuring the contracted commercial model (unit-based, outcome-based, or hybrid) tracks to delivered value and flag discrepancies. • Maintain a dashboard or reporting view of assigned partner health metrics and escalate systemic issues to the Director, Service Delivery for strategic resolution or cross-regional alignment. Escalation & Corrective Action • Lead delivery escalations across ServiceNow and partner teams for assigned engagements, driving timely issue resolution and ensuring accountability for remediation plans and service recovery activities. • Document escalation history, track resolution status, and report escalation trends to the Director, Service Delivery and relevant stakeholders. • Identify patterns in escalations across assigned partners and recommend process improvements or capability enhancements to the Director. • Partner with customer success teams and account teams to protect customer outcomes and address service delivery risks impacting customer health. Onboarding & Service Transitions • Own tracking and acceptance of transition and mobilization milestones during partner onboarding or service transitions, including staffing ramp against plan, capability/certification readiness, and transition exit criteria. • Ensure partner resource skills and certifications align with service demands and customer requirements, tracking ongoing development and readiness. • Communicate onboarding milestones and status to leadership and document lessons learned from transitions. • Support the Director in partner capacity planning by tracking staffing ramps, utilization, and capability readiness for assigned partners. Operational Governance & Reporting • Manage the operational governance cadence for assigned partners, including weekly performance check-ins, monthly reviews, and quarterly business review preparation. • Own capacity and demand management processes for assigned partners, including utilization tracking, variance planning, and periodic reconciliation against contracted volumes. • Manage the change control process for operational or initiative requests that have contractual implications, engaging Commercial Management as needed. • Flag discrepancies between service delivery status and invoicing or milestone payment triggers to Commercial and Finance stakeholders. • Produce and maintain performance reporting for assigned partners, providing regular updates to the Director and internal leadership stakeholders. • Identify and implement process improvements in response to changes in tooling, operating model, or service delivery requirements. Collaboration & Coordination • Coordinate with other Service Delivery Managers in the region and across geographies on initiative design, sequencing, and rollout to ensure consistency. • Maintain regular interlock with the Global Partnerships and Channels (GPC) team, ensuring partner performance insights, escalations, and capability needs are escalated appropriately. • Support the Director in implementing regional governance frameworks and standard operating procedures acro