Service Delivery Manager

About this role

Responsibilities

• End to End Service Ownership: Own the Service Delivery Model for the assigned scope, including clear understanding of retained vs. outsourced responsibilities. Ensure service delivery meets agreed quality, timeliness, and experience standards.
• Vendor & Contract Management: Manage day-to-day service delivery with the HRO provider. Track contractual Service Level Agreements (SLAs), including Critical Service Levels (CSLs) and Key Measurements (KMs). Review monthly invoices and validate charges, including ARC/RRC mechanisms.
• Financial & Budget Responsibility: Hold budget accountability for the assigned service delivery area. Act as first approver for service delivery invoices. Monitor cost drivers, identify efficiency opportunities, and support cost optimization initiatives.
• Governance, Risk & Escalation Management: Ensure process integrity and adherence to governance standards. Manage escalations, root cause analysis, and corrective actions in collaboration with the MSP.
• Continuous Improvement & Transformation: Perform ongoing analysis to identify and prioritize high impact improvements in efficiency, effectiveness, and experience.