Service Delivery Manager

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.Join us to put AI to work for people.  The Team Service Delivery is the backbone of ServiceNow's customer success strategy in the Americas. We manage the governance, performance, and strategic alignment of our global system integrator (SI) and service delivery partners ensuring that partner-delivered services meet the highest standards of quality, customer satisfaction, and business outcomes. The Service Delivery function spans partner capacity planning, contingent worker onboarding, contract management, resource optimization, and end-to-end delivery governance across a large ecosystem of delivery partners serving thousands of customers. As a Service Delivery Manager, you will be part of a team supporting the Director, Service Delivery in executing the regional service delivery strategy and governance frameworks. Your focus will be on the tactical, day-to-day oversight and governance of assigned partner engagements, ensuring consistent execution of ServiceNow standards, quality metrics, and customer outcomes. The Role The Service Delivery Manager is responsible for overseeing the performance, quality, and operational health of assigned partners. Acting as the primary governance point between ServiceNow and delivery partner(s) for your assigned portfolio, you ensure partner resources assigned to ServiceNow engagements are delivered in accordance with agreed service levels, quality standards, contractual commitments, and customer outcome expectations. You monitor service delivery performance, identify risks, drive corrective actions, manage escalations, and provide ongoing visibility into delivery health for leadership. Your role serves as the critical accountability layer that makes partner performance predictable, scalable, and aligned to ServiceNow standards across your assigned partners, regardless of whether they are delivering managed services, outsourced operations, subcontracted services, or project-based engagements. You work closely with the Director, Service Delivery to implement governance processes, contribute to strategic initiatives, and escalate systemic issues that require regional leadership attention. Responsibilities Partner Performance Governance Serve as the primary ServiceNow point of contact for assigned partner points of contact; maintaining day-to-day oversight of partner ser...