Sla Manager Jobs in Renton, WA (NOW HIRING)

The ABM Solutions & Implementation team within the AWS Global ABM Practice is responsible for working cross-functionally to build and scale the tools, channels, and operational models that enable 200+ ABM Marketers to execute high-impact, account-targeted programs. We own the end-to-end delivery of ABM digital capabilities - from precision events and content hubs to agency support models and AI-powered workflows - ensuring our marketers spend less time on manual execution and more time on strategic customer impact.
We are seeking an experienced Sr. Marketing Manager to own and scale our ABM Agency Support operating model

This role will manage the full lifecycle of our 3P Digital Shared Services program - currently supporting 7+ use cases through dedicated agency partners - with a mandate to expand coverage to the Global content and creative agency support model. You will define the strategy, build the mechanisms, negotiate resources, and drive operational excellence across a complex, cross-functional program that touches every ABM marketer globally.
This is a high-visibility role that requires both tactical execution and strategic thinking. You will operate with limited guidance, influence partner teams' priorities and roadmaps, and build scalable processes that will serve as the foundation for how AWS Marketing engages agency resources for years to come

Success in this role means ABM marketers can focus on customer strategy while agency resources handle execution - with consistent quality, clear SLAs, and seamless coordination.
Key job responsibilities
Own the end-to-end ABM Digital Shared Services operating model, managing the full lifecycle from intake to delivery to continuous improvement. Define the program strategy, measurement framework, and success criteria with limited guidance.
Implement continuous improvements to intake processes, SLA tracking, escalation paths, and capacity planning utilizing AI-based tools.
Drive agency relationship management and performance optimization - own the day-to-day partnership with agency vendors, conduct regular performance reviews, and negotiate scope/resource adjustments as demand evolves.
Scale support to new use cases and capabilities as the ABM toolkit expands (e.g., Highspot Digital Showrooms, Direct Mail via Sendoso, LinkedIn promotions, Event-in-a-Box automation). Define SOPs, train agency resources, and ensure quality standards are maintained.
Expand the agency support model to cover the Global content and creative agency program - including content development, localization, and creative services for ABM marketers across all Geos.
Build mechanisms for cross-functional coordination with ABM marketers, Geo ABM leads, Industry teams, and IDC stakeholders

Ensure the support model is responsive to field needs and aligned to ABM planning cycles.
Define, track, and report on program KPIs (request volume, SLA adherence, delivery quality, marketer satisfaction, cost efficiency). Use data to identify bottlenecks, drive improvements, and inform investment decisions.
Drive process improvement and operational excellence - identify and eliminate inefficiencies, create and maintain SOPs, build self-service resources, and establish best practices that reduce dependency on central program management.
Onboard, train, and quality-assure agency resources on new ABM capabilities, platforms, and processes. Ensure agency teams maintain currency on ABM tooling updates and adhere to quality assurance standards (SplashThat, Marketo, Highspot, Turtl, etc.).
Manage program budget including vendor contracts, SOW negotiations, and resource allocation

Demonstrate frugality while maximizing impact and marketer coverage.
About the team
Diverse Experiences
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