Job DescriptionRole SummaryGBSx 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 ResponsibilitiesPartner Performance & Delivery OversightOwn 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 CadenceEstablish 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 ManagementLead 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 & EnablementRelieve 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
QualificationsRequired 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 InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
