Senior Service Delivery Manager

Quick Facts

• Role: Senior Service Delivery Manager

Description

You will drive delivery excellence, service management, governance, and operational execution across a Supply Chain Technologies portfolio, ensuring successful projects, services, customer implementations, vendor engagements, and strategic initiatives. You will coordinate global cross-functional teams and manage service performance, operational stability, continuous improvement, and SLA/KPI adherence. You will also act as a senior escalation point, prepare executive reporting, and ensure compliance with IT governance, security, infrastructure, audit, and regulatory requirements.

Responsibilities

• Lead delivery governance across projects, services, implementations, and transformation initiatives
• Own portfolio planning, reporting, risk management, resource planning, capacity management, and financial oversight
• Coordinate global cross-functional teams across business, IT, infrastructure, operations, customers, and vendors
• Ensure service performance, operational stability, continuous improvement, and adherence to SLA/KPI targets
• Manage strategic vendors, contracts, licensing, and service provider performance
• Support customer onboarding, migrations, operational readiness, and business transformation initiatives
• Serve as a senior escalation point for delivery, service, and operational issues
• Prepare executive reporting and provide leadership support to the Director
• Ensure compliance with IT governance, security, infrastructure, audit, and regulatory requirements

Requirements

• 8+ years of experience in IT service delivery, program management, technology operations, or supply chain technologies
• Proven experience leading global, cross-functional teams and managing complex multi-vendor environments
• Strong experience in service management, portfolio governance, resource planning, capacity management, and financial management
• Experience managing customer implementations and technology-enabled business transformations
• Strong understanding of enterprise applications, infrastructure services, cloud technologies, and IT operational processes
• Experience working within regulated and compliance-driven environments
• Strong leadership, communication, and stakeholder management skills
• Structured, analytical, and results-oriented approach
• Strong problem-solving and decision-making capabilities
• Ability to operate effectively in a global, matrix organization

Benefits

• Predictable delivery of projects, services, and customer implementations
• High service performance, operational stability, and compliance adherence
• Effective resource utilization and vendor accountability
• Strong stakeholder satisfaction and business partnership
• Reliable operational and strategic support to the Director