Service Delivery Manager

📋 Description

• Oversee performance, quality, and health of partner-delivered services.
• Governance between ServiceNow and delivery partners; ensure SLAs and KPIs are met.
• Monitor risks, drive corrective actions, and provide leadership visibility into delivery health.
• Lead delivery escalations, remediation plans, and service recovery actions.
• Coordinate onboarding, staffing ramp, and transition milestones with partners.
• Drive capacity/demand management and track contractual volumes.

🎯 Requirements

• 5+ years in service delivery, partner governance, or related ops in global tech/SaaS.
• Experience with governance frameworks, scorecards, and business reviews for partners.
• Proven ability to manage third-party performance against SLAs/KPIs and take corrective actions.
• Experience with Customer Success/Professional Services metrics and post-sales operating models.
• Strong program management, cross-functional collaboration, and data-driven reporting skills.
• Knowledge of ServiceNow platform and products; ability to balance customer outcomes vs. partner

🎁 Benefits

• Work Personas emphasize flexibility and remote/work-from-office options.
• Equal Opportunity Employer; accommodations available during application.
• Export controls and legal disclosures as applicable.