APAC Service Delivery Manager

Aitomic Jobs; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

The Service Delivery Manager (SDM) for APAC at ServiceNow oversees partner-delivered services' performance, quality, and health across Singapore. You will govern engagements with delivery partners, ensuring adherence to KPIs, SLAs, and contractual commitments while maintaining visibility for ServiceNow leadership.

You will drive continuous improvement, manage escalations, coordinate transition and mobilization, and align partner capabilities with customer outcomes.

Qualifications

• Demonstrated experience in service delivery management
• Experience managing partner governance and performance
• Experience with Customer Success/Professional Services context

Responsibilities

• Oversee partner-delivered services performance, quality and health in APAC
• Govern governance between ServiceNow and delivery partners ensuring KPIs/SLAs are met
• Monitor risks, drive corrective actions and escalations, provide leadership visibility
• Lead onboarding and transitions with staffing ramp and capability readiness
• Coordinate with global teams to ensure consistent delivery standards

Job description

Short Summary

APAC Service Delivery Manager with ServiceNow. The Role The Service Delivery Manager (SDM) is responsible for overseeing the performance, quality, and operational health of partner-delivered services in APAC. Acting as the primary governance point between ServiceNow and delivery partner(s), the SDM ensures partner engagements are delivered in accordance with agreed service levels, quality standards, contractual…

Key Details

• Position / opportunity: APAC Service Delivery Manager
• Organization: ServiceNow
• Country / coverage: Singapore
• Location: Singapore, Singapore, Singapore
• Work arrangement: On-site
• Opportunity type: Jobs
• Sector: Health
• Compensation: Not specified
• Duration: Not specified
• Start date: 2026-10-01
• Application deadline: Not specified

Description

The Role The Service Delivery Manager (SDM) is responsible for overseeing the performance, quality, and operational health of partner-delivered services in APAC. Acting as the primary governance point between ServiceNow and delivery partner(s), the SDM ensures partner engagements are delivered in accordance with agreed service levels, quality standards, contractual commitments, and customer outcome expectations. The SDM monitors partner delivery performance, identifies risks, drives corrective actions, manages escalations, and provides ongoing visibility into delivery health for ServiceNow leadership. The role serves as the accountability layer that makes partner performance predictable, scalable, and aligned to ServiceNow standards, regardless of whether the partner is delivering managed services, outsourced operations, subcontracted services, or project-based engagements. Responsibilities Serve as the primary ServiceNow point of contact for the partner's aligned Delivery Manager(s), maintaining day-to-day oversight of partner service performance against contracted KPIs and SLAs. Review delivery quality trends, audit findings, and operational metrics to identify systemic issues, root causes, and opportunities for continuous improvement. Monitor delivery unit economics and cost-per-outcome performance, ensuring the contracted commercial model (unit-based, outcome-based, or hybrid) tracks to delivered value. Manage the ongoing evolution of the Partner’s service so that new capabilities can be planned and deployed with the appropriate stakeholder alignment, scalable processes and measurable outcomes to drive results Manage the operational governance cadence, including weekly performance check-ins, monthly reviews, and quarterly business review preparation. Lead delivery escalations across ServiceNow and partner teams, driving timely issue resolution and ensuring accountability for remediation plans and service recovery activities. 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. Own capacity and demand management processes, 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, providing regular updates to internal leadership and ensure effective coverage and handoff models across distributed, multi-shift delivery teams Identify and implement process improvements in response to changes in tooling, operating model, or service delivery requirements. Coordinate with Service Delivery Managers in other geographies on initiative design, sequencing, and rollout to ensure global consistency. Maintain a regular interlock with the Global Partnerships and Channels (GPC) team and the emerging global partner organization, ensuring partner performance insights, escalations, and capability needs are shared and jointly actioned. Partner with account teams, customer success teams, and delivery stakeholders to protect customer outcomes and address service delivery risks impacting customer health. Drive consistency in delivery execution, governance processes, and operational standards across partner-delivered services within the geography. Demonstrated experience in service delivery management, vendor governance, or partner performance management within a complex, matrixed organisation – particularly within India-based organizations. Experience managing partner, vendor, or supplier performance through structured governance frameworks, scorecards, and business reviews. Proven ability to manage third-party performance against defined SLAs and KPIs, including escalation and corrective action processes. Experience managing partners related to Customer Success and Professional Services context…

Responsibilities

• The Role The Service Delivery Manager (SDM) is responsible for overseeing the performance, quality, and operational health of partner-delivered services in APAC.
• Acting as the primary governance point between ServiceNow and delivery partner(s), the SDM ensures partner engagements are delivered in accordance with agreed service levels, quality standards, contractual commitments, and customer outcome expectations.
• The SDM monitors partner delivery performance, identifies risks, drives corrective actions, manages escalations, and provides ongoing visibility into delivery health for ServiceNow leadership.
• The role serves as the accountability layer that makes partner performance predictable, scalable, and aligned to ServiceNow standards, regardless of whether the partner is delivering managed services, outsourced operations, subcontracted services, or…
• Responsibilities Serve as the primary ServiceNow point of contact for the partner's aligned Delivery Manager(s), maintaining day-to-day oversight of partner service performance against contracted KPIs and SLAs.
• Review delivery quality trends, audit findings, and operational metrics to identify systemic issues, root causes, and opportunities for continuous improvement.

Requirements / Eligibility

• Coordinate with Service Delivery Managers in other geographies on initiative design, sequencing, and rollout to ensure global consistency.
• Maintain a regular interlock with the Global Partnerships and Channels (GPC) team and the emerging global partner organization, ensuring partner performance insights, escalations, and capability needs are shared and jointly actioned.
• Partner with account teams, customer success teams, and delivery stakeholders to protect customer outcomes and address service delivery risks impacting customer health.
• Drive consistency in delivery execution, governance processes, and operational standards across partner-delivered services within the geography.
• Demonstrated experience in service delivery management, vendor governance, or partner performance management within a complex, matrixed organisation – particularly within India-based organizations.