Service Delivery Manager

Overview

The Service Delivery Manager (SDM) oversees the performance, quality, and operational health of partner-delivered services, serving as the primary governance point between ServiceNow and delivery partners.

What you’ll do

• Oversee partner service performance against contracted KPIs and SLAs as the primary SDM point of contact.
• Monitor delivery performance and quality trends to identify risks, systemic issues, and root causes.
• Drive corrective actions, manage escalations, and ensure timely service recovery and remediation accountability.
• Manage operational governance cadence including weekly, monthly, and quarterly business review activities.
• Own transition and mobilization milestone tracking during partner onboarding or service transitions.
• Produce and maintain partner performance reporting and delivery health visibility for leadership.

What you’ll need

• 5+ years of experience in service delivery, partner governance, or a related operational role.
• Experience managing third-party performance against defined SLAs and KPIs, including escalations and corrective actions.
• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving.
• Experience with operational documentation such as playbooks and standard operating procedures.
• Proficiency in performance data analysis and reporting with actionable conclusions from KPI and operational metrics.
• Ability to influence and collaborate across functions and seniority levels without direct line authority.

Details

• Location: Bangalore, Karnataka, India.