Service Delivery Manager

At Chain IQ, your ideas move fast. Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition. 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 Service Delivery Management (Core Accountability)Own and oversee the end-to-end delivery of Managed Services within the assigned scopeEnsure services are delivered in line with contractual commitments, SLAs, and performance targetsMonitor and track service performance, KPIs, and delivery outcomesIdentify and proactively address delivery risks, issues, and escalationsDrive service quality, efficiency, and stakeholder satisfactionAct as the central coordination point across delivery teams and functions for your geography Stakeholder Management & Interface RoleServe as the primary point of contact for local business stakeholdersEnsure clear communication, alignment of expectations, and responsivenessTranslate business needs into actionable requests for delivery teamsFacilitate collaboration between stakeholders and global delivery teamsManage escalations and ensure timely resolution Governance & Performance ManagementSupport and participate in governance forums and operational review meetingsProvide structured reporting on service delivery, performance, and improvement actionsEnsure transparency on pipeline, workload, and delivery status Global Sourcing Community SupportSupport the coordination and effectiveness of a global sourcing communityFacilitate alignment between regional demand and global delivery capabilitiesPromote adoption of standard processes, tools, and ways of working (without owning sourcing execution)Contribute to knowledge sharing and continuous improvement initiativesAct as a connector between local needs and global expertise Continuous Improvement & Operational ExcellenceIdentify opportunities to improve service delivery, processes, and stakeholder experienceSupport implementation of process enhancements and operating model improvementsDrive adoption of tools, reporting standards, and best practicesContribute to building a high-performing and scalable service delivery environment Qualifications & Experience Bachelor’s degree in Business, Supply Chain, or related field10 years of experience in service delivery, account management, or procurement environmentsProven experience managing service performance, stakeholders, and delivery governanceExperience in global or cross-regional environmentsUnderstanding of procurement needs is a must haveAbility to speak with senior leadershipFluent English and Spanish is essential What We Offer We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The salary range for New York City and Chicago metro areas is $120,000 to $170,000, plus individuals may be eligible for an annual discretionary bonus. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, qualifications, skills, location and applicable employment laws. In addition, our Total Rewards package includes medical, vision and dental coverage, 401(k), and a wide range of paid time off options. Join a truly global team. We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let’s shape the future of procurement - together. Chain IQ – Create. Lead. Make an impact. Information for agencies: Applications sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.