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Job description
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.
Job Description
Role Summary
GBSx manages approximately $20M in annual spend and 250 resources across multiple Managed Service Provider (MSP) and staff-augmentation agreements (Accenture, Deloitte, Infosys, KPMG, and others) supplying Technical Product Managers, Engineering, and QA talent across our program portfolio. This role owns end-to-end partner performance management — ensuring contractual obligations and milestones are met, negotiating commercial terms and identifying cost savings, and running the recurring governance cadence that keeps partners accountable. It also builds internal capability so engineering managers no longer carry day-to-day vendor administration, and coaches managers on structuring and managing MSP agreements going forward. This role can be filled as a new hire or as an expanded scope for an existing GBSx leader with relevant vendor/delivery management experience.
Key Responsibilities
Partner Performance & Delivery Oversight
Own the full portfolio of delivery partner relationships (Accenture, Deloitte, Infosys, KPMG, and others — 250 resources, $20M annual spend), tracking obligations, deliverables, and milestones against contracted SOWs
Identify and formally call out SLA breaches, missed milestones, and quality gaps; apply and track contractual penalties/service credits where warranted
Maintain a partner scorecard covering delivery quality, resource utilization, staffing fill rates, and attrition/backfill turnaround
Governance Cadence
Establish and run monthly performance/operations reviews with each delivery partner, with a consistent agenda: KPI review, open risks/issues, staffing health, and commercial standing
Produce executive-ready summaries of partner performance trends for GBSx leadership
Maintain a single source of truth (dashboard/tracker) for active SOWs, milestones, and partner health across the full portfolio
Commercial & Contract Management
Lead negotiations with delivery partners on rate cards, statement-of-work terms, renewals, and rate-savings/consolidation opportunities across the $20M portfolio
Partner with Legal, Procurement, and Finance to structure and renegotiate contracts, identifying cost-avoidance and savings targets
Track savings realized against targets and report on total cost of delivery partner spend
Capability Building & Enablement
Relieve engineering managers of day-to-day vendor administration by centralizing partner communication, escalation, and reporting
Design and deliver training for engineering managers on how to draft, structure, and manage MSP agreements and SOWs, including milestone definition, acceptance criteria, and penalty/credit clauses
Create reusable templates, playbooks, and governance frameworks for partner onboarding, performance reviews, and offboarding
Qualifications
Required Qualifications
15+ years in vendor/partner management, IT sourcing, or delivery management, ideally with large SI/consulting partners (Accenture, Deloitte, Infosys, or similar)
Demonstrated experience managing a $10M vendor portfolio and negotiating MSAs, SOWs, and rate cards with measurable cost savings delivered
Strong understanding of staff-augmentation and managed-service delivery models for Technical Product Management, Engineering, and QA roles
Experience running formal governance/performance review cadences with external partners at scale (multiple concurrent partners/agreements)
Comfortable interpreting contractual terms (SLAs, milestones, penalty/credit clauses) without being a lawyer — able to partner effectively with Legal/Procurement
Strong executive presence and negotiation skills — able to hold their own against Director/VP-level partner account leads
Experience coaching or training others (e.g., engineering managers) on contract/vendor management practices
Preferred Qualifications
Background in a technology, SaaS, or platform engineering organization
Familiarity with ServiceNow SPM/vendor/contract management practices a plus
PMP, CPSM, or vendor management certification
Success Metrics
% of partner SLAs/milestones met on time
Cost savings identified and realized vs. target (against $20M portfolio)
Time-to-resolution on partner performance issues
Reduction in engineering manager time spent on vendor administration
Manager proficiency/adoption of MSP agreement training
Additional Information
Work Personas
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Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
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Export Control Regulations
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Worksite address
addison, TX, 75001, US
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