Service Delivery Manager

📋 Description

• Serve as the primary ServiceNow point of contact for the partner's aligned Delivery Manager(s)
• Review delivery quality trends, audit findings, and operational metrics to identify systemic
• Monitor delivery unit economics and cost-per-outcome performance, ensuring the contracted
• Manage the ongoing evolution of the Partner’s service so that new capabilities can be planned and
• Manage the operational governance cadence, including weekly performance check-ins, monthly reviews
• Lead delivery escalations across ServiceNow and partner teams, driving timely issue resolution and

🎯 Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes
• Demonstrated experience in service delivery management, vendor governance, or partner performance
• Experience managing partner, vendor, or supplier performance through structured governance
• Proven ability to manage third-party performance against defined SLAs and KPIs, including
• Experience managing partners related to Customer Success and Professional Services context.
• Experience designing and maintaining operational documentation, including playbooks and standard