Service Delivery Manager
No salary listed
Senior
Singapore
Hybrid
Operations & Logistics
About the job
Requirements
- 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 service-level agreements and key performance indicators, including escalation and corrective action processes.
- Experience managing partners related to Customer Success and Professional Services context.
- Experience designing and maintaining operational documentation, including playbooks and standard operating procedures.
- Strong project and programme management capability, with a track record of delivering cross-functional initiatives to agreed timelines.
- Ensure effective coverage and handoff models across distributed, multi-shift delivery teams.
- Experience monitoring and tracking partner resource ongoing development of skills and certifications in line with service demands.
- Demonstrated ability to influence and collaborate across functions and levels of seniority without direct line authority.
- Proficiency in performance data analysis and reporting, with the ability to draw actionable conclusions from key performance indicators and operational metrics.
- Familiarity with Customer Success and Professional Service metrics and post-sales operating models, including Net Promoter Score, utilization, rate cards, and product adoption measures.
- Knowledge of, or ability to rapidly develop proficiency in, ServiceNow’s platform and products.
- Ability to balance customer outcomes, business objectives, and partner performance requirements in a complex operating environment.
- Five or more years of experience in service delivery, partner governance, or a related operational role within a global technology or software-as-a-service environment.
- Track record of driving continuous improvement and service efficiencies.
Responsibilities
- Serve as the primary ServiceNow point of contact for the partner’s aligned Delivery Managers, maintaining day-to-day oversight of partner service performance against contracted key performance indicators and service-level agreements.
- 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 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 and 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, provide 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 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.
Desired Qualifications
- Experience working within or alongside a Partner or managed service delivery model, particularly in a vendor governance or service integration capacity.
- Familiarity with scaled software-as-a-service operating models, AI Native environments, and partner-delivered service motions.
- Experience operating within an organisational transformation programme in a post-sales or customer success context.
- Certifications in project management, service management, supplier management, or customer success disciplines (e.g., PMP, ITIL, CSM, COPC).
- Exposure to AI-enabled or agentic workflow tooling within an operational team environment.
- Experience operating in global teams servicing multiple geographies, including AMS, EMEA, and APAC.
About the company
ServiceNow builds cloud software that helps large organizations manage work across IT, customer service, human resources, and security. Its applications handle tasks such as resolving support tickets, onboarding employees, and responding to customer requests. Businesses configure forms, approval steps, and automation through visual tools on a common platform, connecting existing systems and using AI to assist workers or carry out tasks. The company sells subscriptions to its applications and platform, with professional services helping customers implement and use the software. Founded in 2004, ServiceNow is headquartered in Santa Clara, California.
Company Size
10,001+
Company Stage
IPO
Headquarters
Santa Clara, California
Founded
2004
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Simplify's Take
What believers are saying
- Subscriptions grew: ServiceNow reported $3.877 billion in subscription revenue for the June 2026 quarter, up 24.5% year over year.
- Hybrid work is established: ServiceNow says most staff have flexible arrangements, requiring two or more office days weekly.
- Security work expanded: the April 2026 Armis acquisition added protection for industrial equipment, medical devices, and connected hardware.
What critics are saying
- Subscription margins narrowed: in June 2026, ServiceNow kept 73.5% of subscription revenue after direct costs, versus 80% a year earlier.
- Remote roles limit relocation: ServiceNow requires staff to remain within their employment state, province, region, or country.
- Older versions lose support: ServiceNow supports two release families and schedules upgrades for customers who fall behind.
What makes ServiceNow unique
- Customers get separated systems: ServiceNow assigns each customer its own software instance and database, unlike shared tenant designs.
- Outages get business context: ServiceNow's configuration database maps servers and applications to the business services depending on them.
- Customers choose upgrade timing: ServiceNow's separate instances let enterprises schedule releases independently from other customers.
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Benefits
- Generous family leave
- Flexible PTO
- Matched Donations
- Retirement benefits
- Annual learning stipends
- Paid volunteer time