Global Partner Delivery Lead

ServiceNow; Santo Niño 1st; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

ServiceNow is seeking a Service Delivery Manager to oversee partner-delivered services, ensuring performance aligns with SLAs, KPIs and customer outcomes. This role acts as the governance lead between ServiceNow and delivery partners, driving improvements and escalations as needed.

The SDM will monitor delivery health, manage on‑going governance cadences, and ensure scalable, value-driven outcomes across managed and project-based engagements. Global collaboration is a key aspect of this role.

Qualifications

• Experience in service delivery management within a complex, matrixed organisation.
• Experience managing partner performance through governance frameworks, scorecards and business reviews.
• Proven ability to manage third‑party performance against SLAs and KPIs, including escalation processes.
• Experience with Customer Success and Professional Services contexts.
• Strong project/programme management capabilities with cross‑functional delivery timelines.
• Ability to influence across functions without direct authority.

Responsibilities

• Serve as the primary ServiceNow point of contact for the partner's Delivery Manager(s), overseeing service performance against KPIs and SLAs.
• Review delivery quality trends, audit findings, and metrics to identify root causes and improvement opportunities.
• Monitor delivery unit economics and ensure the commercial model tracks to value delivered.
• Guide evolution of partner services with scalable processes and measurable outcomes.
• Manage weekly/ monthly/ quarterly governance cadences and prepare reviews.
• Lead escalations across ServiceNow and partner teams with remediation plans.
• Oversee transition/mobilization milestones during onboarding or transitions.
• Oversee capacity and demand management, including utilization tracking and forecasting.
• Manage change control processes with contractual implications, coordinating with Commercial.
• Flag discrepancies between delivery and invoicing, coordinating with Commercial and Finance.
• Produce and maintain performance reporting for leadership and cross-team handoffs.
• Identify and implement process improvements in tooling or operating models.
• Coordinate global initiative design with other Service Delivery Managers.

Skills

Service delivery management

Vendor governance

Partner performance management

Governance frameworks

Stakeholder collaboration

KPI and reporting

Cross-functional collaboration

Project and programme management

Global experience

Change management

Job description

ServiceNow is seeking a Service Delivery Manager to oversee partner-delivered services, ensuring performance aligns with SLAs, KPIs and customer outcomes. This role acts as the governance lead between ServiceNow and delivery partners, driving improvements and escalations as needed.

The SDM will monitor delivery health, manage on‑going governance cadences, and ensure scalable, value-driven outcomes across managed and project-based engagements. Global collaboration is a key aspect of this role.