Service Delivery Manager

Key responsibilities & amp; accountabilities

 

• Service Framework & ITIL Process Management 

• Design and implement a scalable service delivery framework tailored to the staff augmentation model

• Embed ITIL-aligned processes (incident, change, problem, and service request management) to ensure consistency and quality

• Support service transition and operational readiness for new roles and functions.

Performance Monitoring & amp; Dashboarding

• Develop and maintain dashboards to visualise service KPIs, SLAs, and trend data

• Analyse performance metrics to identify improvement opportunities and ensure accountability

• Provide regular reporting and insights to the Service Delivery Owner and governance forums.
  
   

Governance, Compliance & amp; MSA Management

• Ensure adherence to governance frameworks and outsourcing regulations, including GDPR and AML/CFT standards

• Assess new roles for material outsourcing implications and coordinate with Compliance for approvals

• Maintain and update the Master Services Agreement (MSA) to reflect new roles and service changes, ensuring a clear audit trail.

Action Tracking & amp; Issue Resolution

• Maintain structured action logs for service-related initiatives and governance actions

• Proactively track and follow up on outstanding items to ensure timely resolution

• Manage escalations and coordinate service recovery efforts with internal and external teams

Stakeholder Engagement & amp; Coordination

• Act as the primary point of contact between internal teams (HR, Procurement, Finance, Compliance) and service providers, including the Sri Lanka-based partner and internal delivery teams

• Collaborate with hiring managers and the CFC team to align augmented resources with team needs and delivery goals

• Facilitate onboarding, integration, and ongoing support for augmented staff.
  Vendor Management

• Build and maintain strong relationships with key suppliers and service partners

• Regularly review vendor performance, contracts, and compliance

• Ensure support models and escalation paths are clearly documented, especially for smaller offices

• Work with Procurement and Compliance on supplier assessments and transitions