Service Delivery Manager

Description/Role:

We are seeking a skilled consultant to manage and strengthen relationships between the company and its ecosystem consisting of subsidiaries joint ventures to ensure smooth service delivery. The consultant will act as a strategic liaison between internal teams and affiliated entities, aligning service expectations and operational needs. The role includes defining and implementing a partner intake model for both project-based and business-as-usual services, building tactical relationships, and supporting the development of governance frameworks that facilitate transparent communication and continuous improvement.

Responsibilities:

• Manage and strengthen relationships between the company and its ecosystem consisting of subsidiaries joint ventures to ensure smooth service delivery
• Act as a strategic liaison between internal teams and affiliated entities, aligning service expectations and operational needs
• Define and implement a partner intake model for both project-based and business-as-usual (BAU) services across the ecosystem
• Build and maintain tactical relationships that support long-term collaboration and mutual value creation
• Support the development of governance frameworks that facilitate transparent communication and continuous improvement
• Identify service delivery patterns and proactively address challenges to enhance operational efficiency
• Guide colleagues in elevating operational issues to a tactical level and foster cross-entity collaboration
• Balance business priorities with partner expectations through pragmatic and solution-oriented relationship management

Requirements & Qualifications:

• Proven experience in vendor management, SLA management, and change management.
• Experience in developing and implementing frameworks and processes.
• 4 5 years of experience in a similar role

Must have skills:

• Strong communication and stakeholder management skills
• Proven experience in vendor and SLA management
• Ability to work across operational and strategic levels
• High-level understanding of technical concepts related to service delivery
• Experience in developing and implementing frameworks and processes
• Change management capabilities
• Tactical thinking and ability to guide teams toward strategic outcomes
• Ability to support governance setup and continuous improvement initiatives

Nice to have skills:

• Experience with Office 365 and other relevant software applications
• Experience in the telecom sector

• Familiarity with ao service desk operations, software packaging, and master service agreements