APAC Service Delivery Manager

About the role

The APAC Service Delivery Manager oversees the performance, quality and operational health of partner-delivered services in the Asia-Pacific region. As the primary governance point between ServiceNow and its delivery partners, the SDM ensures engagements meet agreed service levels, quality standards, contractual commitments and customer outcome expectations. The role covers managed services, outsourced operations, subcontracted services and project-based engagements.

Key responsibilities

• Serve as the main ServiceNow contact for the partner's Delivery Manager, overseeing day-to-day performance against KPIs and SLAs
• Review quality trends, audit findings and operational metrics to identify systemic issues and improvement opportunities
• Monitor unit economics and cost-per-outcome against the contracted commercial model
• Manage the evolution of the partner's service, including new capabilities, and run weekly check-ins, monthly reviews and quarterly business review preparation
• Lead delivery escalations and own transition and mobilization milestones, including staffing ramp and certification readiness
• Own capacity and demand management, utilization tracking and change control for requests with contractual implications
• Flag invoicing or milestone payment discrepancies to Commercial and Finance, and maintain performance reporting for leadership
• Coordinate with SDMs in other geographies and with the Global Partnerships and Channels team, and partner with account and customer success teams to protect customer outcomes

Required profile

• 5+ years in service delivery, partner governance or a related operational role in a global technology or SaaS environment
• Experience managing partner/vendor performance through scorecards and business reviews, and against SLAs and KPIs
• Experience with Customer Success and Professional Services contexts
• Ability to influence across functions and seniorities without direct line authority
• Preferred: experience in a partner or managed service delivery model, SaaS operating models, organizational transformation, and global teams across AMS, EMEA and APAC

Required skills

• Project and programme management
• Performance data analysis and reporting
• Familiarity with Customer Success and Professional Services metrics such as NPS, utilization and rate cards
• Knowledge of, or rapid ability to learn, ServiceNow's platform and products
• Preferred: certifications such as PMP, ITIL, CSM or COPC