Service Delivery Manager

About Our Client

The organization operates in the technology sector, providing an AI platform that integrates AI technologies, data, and workflows to help businesses improve efficiency and automate complex processes. Serving a significant portion of the Fortune 500, the organization enables enterprises to streamline operations and drive productivity through AI-powered solutions.

About the Opportunity

The Service Delivery Manager is responsible for overseeing partner service performance and ensuring consistent, high-quality delivery across assigned engagements. This role manages operational governance, performance metrics, escalations, onboarding, and service transitions while maintaining alignment with contractual and commercial requirements. The position plays a key role in identifying delivery risks, improving partner performance, and supporting scalable service operations that contribute to customer satisfaction and business growth.

Responsibilities

• Manage day-to-day oversight of assigned partner service performance against KPIs and SLAs.
• Monitor and analyze delivery quality, customer satisfaction, utilization, timelines, and cost efficiency.
• Identify systemic issues and opportunities for improvement across partner portfolios.
• Track delivery economics to ensure alignment with contracted commercial models.
• Maintain reporting dashboards and provide visibility into partner health and performance.
• Lead escalation management and corrective action plans for partner delivery issues.
• Document escalation trends, resolution progress, and recurring delivery risks.
• Collaborate with Customer Success and Account teams to identify and mitigate service delivery risks.
• Oversee partner onboarding and service transitions, ensuring required milestones and certifications are completed.
• Support capacity planning by monitoring staffing levels, skills, and capability readiness.
• Manage operational governance activities, including performance reviews, business planning, and partner meetings.
• Coordinate change control processes involving contractual or commercial implications.
• Partner with Commercial and Finance teams to ensure alignment between service delivery, contracts, and billing.

Requirements

• Experience managing service delivery and strategic partner relationships.
• Strong ability to monitor, interpret, and improve operational performance metrics.
• Experience with escalation management and corrective action planning.
• Strong cross-functional collaboration and stakeholder management skills.
• Experience overseeing onboarding, service transitions, and operational readiness.
• Knowledge of capacity planning, staffing requirements, and partner capability management.
• Proficiency in operational governance, reporting, and performance management processes.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced, technology-driven environment.