Service Delivery Manager

Key responsibilities & amp; accountabilities

• Service Framework & amp; 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 & 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