Service Delivery Manager

Responsibilities: Own vendor delivery across VL operations against SLAs, KPIs and contract commitments Lead governance through weekly, monthly, and executive reviews using scorecards and action logs Lead root cause analysis and CAPA plans with closure tracking Turn data on quality, productivity, CSAT, throughput, rework, cycle time into actionable insights Manage purchase orders, invoices, overtime, accruals and forecasts Match vendor capacity and skills to forecast demand, especially peak periods Identify and mitigate operational, security, compliance, and business continuity risks Coordinate vendor onboarding, transitions, and readiness for releases Pilot and scale responsible AI and automation with measurable adoption Explain trade-offs and recommendations clearly to senior leaders Maintain readiness for audits and ensure contract obligations are applied in day-to-day operations

Key requirements: Master's Degree in Business Management or related field AND 2+ years of process management, execution, or optimization experience or Business or related field AND 4+ years of process management, execution, or optimization experience or equivalent experience Stakeholder leadership and communication Analytical thinking and data-driven decision making Problem solving and escalation management Power BI Excel data analytics