Partner Delivery & Governance Leader

ServiceNow; California (MO); Hybrid; USD 166,000 - 290,000; Full time

Benefits offered by this job

Health plans

401(k) plan with company match

Employee stock purchase plan (ESPP)

Matching donations

Flexible time away

Family leave programs

Job summary

ServiceNow is seeking a Service Delivery Manager to oversee performance, quality, and operational health across partner engagements in the Americas. You will govern partner resources, ensure alignment with service levels, and drive improvements to deliver customer outcomes.

You will monitor metrics, manage escalations, and collaborate with the Director of Service Delivery to implement governance processes and strategic initiatives across a large ecosystem of delivery partners.

Qualifications

• 5+ years of experience in service delivery management within a global technology or SaaS environment.
• Demonstrated experience managing partner, vendor, or supplier performance through governance frameworks and scorecards.
• Experience delivering cross-functional initiatives in a post-sales or customer success context.

Responsibilities

• Serve as the primary governance point for assigned partner engagements, ensuring delivery against KPIs and SLAs.
• Lead escalation and corrective action processes to address delivery issues and protect customer outcomes.
• Own onboarding and transition milestones, tracking staffing ramps and readiness.
• Manage weekly to quarterly governance cadences and reporting for partner performance.
• Collaborate with Commercial Management, Finance, and Sales to align partner delivery with business objectives.

Skills

Vendor governance

Partner performance mgmt

Service delivery governance

KPI & SLA tracking

Risk management

Job description

ServiceNow is seeking a Service Delivery Manager to oversee performance, quality, and operational health across partner engagements in the Americas. You will govern partner resources, ensure alignment with service levels, and drive improvements to deliver customer outcomes.

You will monitor metrics, manage escalations, and collaborate with the Director of Service Delivery to implement governance processes and strategic initiatives across a large ecosystem of delivery partners.