APAC Service Delivery Manager
Core
Overseeing the performance, quality, and operational health of partner-delivered services in APAC, acting as the primary governance point between ServiceNow and delivery partners.
Role type
Senior Service Delivery Manager (Vendor Governance)
Builds
Partner engagements and outsourced operations aligned to ServiceNow standards
Domain
IT Service Management (ServiceNow) / Health Sector
Required skills
Vendor governance, SLA/KPI management, risk identification, escalation management, unit economics tracking, change control, capacity planning, global coordination
Preferred skills
Experience in India-based organizations, Customer Success context, matrixed organization management
Technologies
ServiceNow
Responsibilities
Monitor partner delivery performance against contracted KPIs and SLAs; Review delivery quality trends and audit findings to identify root causes; Manage operational governance cadence including weekly check-ins and quarterly business reviews; Lead delivery escalations and drive corrective actions; Own transition and mobilization milestones during partner onboarding; Manage capacity and demand processes including utilization tracking; Coordinate with global teams to ensure consistency in delivery execution.
