Global Partner Delivery & Governance Lead

servicenow pte. ltd.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

ServiceNow is seeking a Service Delivery Manager to oversee partner-delivered services, ensuring KPIs, SLAs, and customer outcomes are met. You will coordinate between ServiceNow and delivery partners, manage escalations, and drive continuous improvement across global teams.

You will monitor performance, govern transitions, and maintain governance cadences, ensuring predictable, scalable service delivery in a complex, multi-geo environment.

Qualifications

• Demonstrated experience in service delivery management, vendor governance or partner performance management within a complex, matrixed organisation - particularly within India-based organisations.
• 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 designing and maintaining operational documentation, including playbooks and standard operating procedures.
• 5+ years of experience in service delivery, partner governance or a related operational role within a global technology or SaaS environment.
• Experience working within or alongside a Partner or managed service delivery model, particularly in a vendor governance or service integration capacity.

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.

Skills

Service delivery management

Vendor governance

Partner performance management

Relationship management

KPI & SLA tracking

Risk management

Cross-functional collaboration

Project/program management

Change control

Analytics & reporting

Tools

ServiceNow platform

Job description

ServiceNow is seeking a Service Delivery Manager to oversee partner-delivered services, ensuring KPIs, SLAs, and customer outcomes are met. You will coordinate between ServiceNow and delivery partners, manage escalations, and drive continuous improvement across global teams.

You will monitor performance, govern transitions, and maintain governance cadences, ensuring predictable, scalable service delivery in a complex, multi-geo environment.