Service Delivery Manager
Core
Own vendor delivery across VL operations against SLAs, KPIs and contract commitments, managing performance governance, financial stewardship, capacity planning, and risk/compliance.
Role type
Senior Service Delivery Manager (Vendor Operations)
Builds
Vendor-managed service delivery for Volume Licensing operations
Domain
IT Services / Outsourcing / Volume Licensing
Required skills
Vendor performance governance, SLA/KPI management, Root cause analysis, Financial forecasting, Capacity planning, Risk management, Contract lifecycle management, Stakeholder leadership, Process optimization, Data analysis
Preferred skills
Lean, Six Sigma, ITIL, PMP, AI/automation adoption, Power BI
Technologies
Power BI, Excel
Responsibilities
Run weekly, monthly, and executive business reviews using scorecards and trend analysis; Manage purchase orders, invoices, accruals, and forecasts; Match vendor capacity and skills to forecast demand; Identify and reduce operational, commercial, security, and compliance risks; Coordinate vendor selection, onboarding, and contract renewals; Lead vendor onboarding, transitions, and process migrations; Coordinate across vendors, sales, finance, procurement, legal, risk, engineering, and service design.
Seniority
Senior, hands-on IC
