Senior Vendor & MSP Delivery Leader

Servicenow; Addison (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

ServiceNow is seeking a senior vendor/partner management leader to oversee a $20M portfolio and 250 resources across MSP/Staff-augmentation with renowned partners. The role drives governance, contract negotiations, and capability-building to reduce risk and boost performance.

You will establish cadence, produce executive summaries, and coach managers on MSP agreements, SOWs, and penalties. Strong negotiation and leadership are essential.

Qualifications

• 15+ years in vendor/partner management, IT sourcing, or delivery management, ideally with large SI/consulting partners (Accenture, Deloitte, Infosys, or similar)
• Proven experience managing a $10M vendor portfolio and negotiating MSAs, SOWs, and rate cards with measurable cost savings delivered
• Strong understanding of staff-augmentation and managed-service delivery models for Technical Product Management, Engineering, and QA roles
• Experience running formal governance/performance review cadences with external partners at scale (multiple concurrent partners/agreements)
• Comfortable interpreting contractual terms (SLAs, milestones, penalty/credit clauses) without being a lawyer
• Strong executive presence and negotiation skills — able to hold their own against Director/VP-level partner account leads
• Experience coaching or training others on contract/vendor management practices

Responsibilities

• Own the full portfolio of delivery partner relationships (Accenture, Deloitte, Infosys, KPMG, and others — 250 resources, $20M annual spend), tracking obligations, deliverables, and milestones against contracted SOWs
• Identify and formally call out SLA breaches, missed milestones, and quality gaps; apply and track contractual penalties/service credits
• Maintain a partner scorecard covering delivery quality, resource utilization, staffing fill rates, and attrition/backfill turnaround
• Establish and run monthly performance/operations reviews with each delivery partner, with a consistent agenda: KPI review, open risks/issues, staffing health, and commercial standing
• Produce executive-ready summaries of partner performance trends for GBSx leadership
• Maintain a single source of truth for active SOWs, milestones, and partner health across the full portfolio
• Lead negotiations with delivery partners on rate cards, statement-of-work terms, renewals, and rate-savings/consolidation opportunities across the $20M portfolio
• Partner with Legal, Procurement, and Finance to structure and renegotiate contracts, identifying cost-avoidance and savings targets
• Track savings realized against targets and report on total cost of delivery partner spend
• Relieve engineering managers of day-to-day vendor administration by centralizing partner communication, escalation, and reporting
• Design and deliver training for engineering managers on MSP agreements and SOWs, including milestone definition, acceptance criteria, and penalty/credit clauses
• Create reusable templates, playbooks, and governance frameworks for partner onboarding, performance reviews, and offboarding

Skills

Vendor/Partner management

IT sourcing

Delivery management

MSA/SOW negotiations

Governance cadence

Executive negotiation

Coaching/training

Job description

ServiceNow is seeking a senior vendor/partner management leader to oversee a $20M portfolio and 250 resources across MSP/Staff-augmentation with renowned partners. The role drives governance, contract negotiations, and capability-building to reduce risk and boost performance.

You will establish cadence, produce executive summaries, and coach managers on MSP agreements, SOWs, and penalties. Strong negotiation and leadership are essential.