Service Delivery Manager

RaceTrac • Atlanta, GA

3d

About The Position

The Service Delivery Manager is accountable for end-to-end service delivery operations, ensuring work is executed efficiently, consistently, and in alignment with defined quality, process, and compliance standards. This role will oversee vendor‑provided Level 1 Helpdesk and Field Break-Fix operations, ensuring consistent support quality and timely resolution for store and field users. Ensuring effective triage, dispatch, and escalation between L1 Helpdesk, Field Service technicians, and internal resolver groups. This role leads to the vendor’s performance across process adherence, quality, equipment logistics, supply chain coordination, and timely resolution of assigned work. The Service Delivery Manager partners closely with internal stakeholders and external vendors to drive operational excellence, scalability, and continuous improvement.

Requirements

• Bachelor’s degree from an accredited college or university in Computer Science, Engineering or Information Technology preferred
• 5 years of experience in a retail systems support environment, with 1+ year in people management
• Excellent analytical, problem solving and organizational skill with the ability to multitask in order to balance immediate and long/term priorities preferred
• Effective oral and written communication
• Effective at balancing workload across team as well as translating strategy to tactical execution
• Strong service delivery and operations management experience, including automation and process optimization exposure
• Vendor management and performance governance, including contract negotiation experience
• Ability to make data-driven decisions and KPI management
• Strong stakeholder communication and escalation management
• Continuous improvement and operational rigor

Responsibilities

• Vendor Compliance & Governance Manage vendor performance and compliance across process, quality, and service delivery standards, ensuring adherence to defined SLAs, KPIs, and contractual requirements.
• Oversee vendor execution related to equipment logistics and supply chain coordination.
• Conduct regular performance reviews, issue remediation plans, and escalation management as needed.
• Ensure adequate equipment availability by overseeing stocking levels, monitoring consumption run rates to forecast demand and validating that RMA processes are in place and functioning effectively to prevent service delays and repeat dispatches.
• Quality, Process & Compliance Ensure service delivery processes meet internal governance, regulatory, and quality standards.
• Validate consistent use of approved tools, workflows, and documentation.
• Drive corrective actions for process gaps or quality issues.
• Support audits and compliance reviews related to service delivery operations.
• Stakeholder & Team Collaboration Partner with internal teams including Operations, Technology, Supply Chain, and Procurement to ensure seamless service delivery.
• Provide clear communication on delivery status, risks, and performance trends.
• Support coaching and development of team members involved in service delivery and automation execution.
• Vendor SLA & KPI Performance Management Own vendor analytics and scorecard reporting across all IT Ops service providers.
• Track, validate, and report on vendor SLA and KPI performance, including incident response, resolution times, service availability, and contractual obligations.
• Partner with Vendor Management and IT Operations leadership to conduct data-driven‑driven MBR/QBR performance reviews.
• Identify vendor performance gaps and provide insight-based ‑based recommendations and corrective action proposals.
• Ensure SLAs and KPIs are measurable, traceable, and consistently governed.
• Operational Analytics & Insights Analyze operational, service desk, incident, and infrastructure performance data to identify trends, risks, and root causes.
• Assist on dashboards, reports, and deep ‑dive analyses that support field teams, leadership, and operational decision-making.
• Develop actionable insights that directly improve uptime, MTT metrics, ticket resolution quality, operational efficiency, and overall service performance.
• Partner with other analytics teams ensuring accuracy, repeatability, and alignment with business priorities across L1 and Vendor Management solutions.
• Perform advanced analytics such as variance analysis, correlation analysis, forecasting, and KPI diagnostics to highlight improvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees