Title:  Service Delivery Manager

About the Role

We are seeking a Service Delivery Manager (North America) to join a global procurement services organization. Based in the United States, this role is responsible for ensuring the effective delivery of Managed Services across the assigned scope.

You will act as the primary interface between local stakeholders and the global delivery organization, ensuring that services are delivered in line with agreed expectations, performance standards, and governance frameworks. In addition, you will support the global sourcing community by facilitating coordination, alignment, and continuous improvement.

Key Responsibilities

1. Service Delivery Management (Core Accountability)

• Own and oversee the end-to-end delivery of Managed Services within the assigned scope
• Ensure services are delivered in line with contractual commitments, SLAs, and performance targets
• Monitor and track service performance, KPIs, and delivery outcomes
• Identify and proactively address delivery risks, issues, and escalations
• Drive service quality, efficiency, and stakeholder satisfaction
• Act as the central coordination point across delivery teams and functions for your geography

2. Stakeholder Management & Interface Role

• Serve as the primary point of contact for local business stakeholders
• Ensure clear communication, alignment of expectations, and responsiveness
• Translate business needs into actionable requests for delivery teams
• Facilitate collaboration between stakeholders and global delivery teams
• Manage escalations and ensure timely resolution

3. Governance & Performance Management

• Support and participate in governance forums and operational review meetings
• Provide structured reporting on service delivery, performance, and improvement actions
• Ensure transparency on pipeline, workload, and delivery status

4. Global Sourcing Community Support

• Support the coordination and effectiveness of a global sourcing community
• Facilitate alignment between regional demand and global delivery capabilities
• Promote adoption of standard processes, tools, and ways of working (without owning sourcing execution)
• Contribute to knowledge sharing and continuous improvement initiatives
• Act as a connector between local needs and global expertise

5. Continuous Improvement & Operational Excellence

• Identify opportunities to improve service delivery, processes, and stakeholder experience
• Support implementation of process enhancements and operating model improvements
• Drive adoption of tools, reporting standards, and best practices
• Contribute to building a high-performing and scalable service delivery environment

Qualifications & Experience

• Bachelor’s degree in Business, Supply Chain, or related field
• 10 years of experience in service delivery, account management, or procurement environments
• Proven experience managing service performance, stakeholders, and delivery governance
• Experience in global or cross-regional environments
• Understanding of procurement needs is a must have
• Ability to speak with senior leadership