Service Delivery Manager

Refresco•Egypt Lake-Leto, FL

7h•Onsite

About The Position

Our vision is both simple and ambitious: to put our drinks on every table. We are the leading global independent beverage solutions provider, serving national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from production sites in Europe, North America, and Australia. Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best. We are seeking a highly accountable and process-driven Service Delivery Manager to provide technical leadership across Digital IT Services, with responsibility for vendor performance, contract governance, and internal service delivery processes. This role is both a process owner and delivery leader, requiring the ability to design and continuously improve service management processes, foster cross-functional collaboration, and instill a world-class customer service mindset across internal teams and third-party providers. The Service Delivery Manager will ensure stability, performance, cost control, and continuous improvement across SAP and manufacturing-related systems while serving as the primary escalation and governance authority for service operations.

Requirements

Bachelor’s or master’s degree in business administration; science technology, engineering and mathematics (STEM); computer science; data science; information systems or related field.
5 years of general Information Technology in multiple areas, such as help desk, infrastructure, and applications
3 years of experience with Ticketing systems, such as ServiceNow
Experience with service delivery frameworks, such as ITIL
Experience with managing partner delivery
Experience with the Change Management process
Experience with Root Cause Analysis methodology
Experience working with international teams
Experience in a global, 24x7 environment
Basic understanding of SAP
Customer-Centric – Focus efforts to ensure internal and external customers thrive
Communication and Persuasion – Possess solid communication and persuasion skills essential to success in this position. You will represent the IT group effectively and employ negotiation skills that build organizational consensus around a specific course of action while identifying communication barriers and taking action to facilitate mutual understanding.
Business Acumen – Acknowledge the impact of your actions in local and global contexts while working to generate sustainable value (economic, social, and environmental) for the organization. In addition, you should understand basic business processes and possess the ability to identify and develop workflows and process maps for continual improvement and waste elimination within the business.
Technical Expertise – Understand all IT functions, cloud technologies, and services in use, and become familiar with the current direction in the infrastructure market
Strategic Thinking and Vision – Possess a clear sense of the direction of the organization and understand what will create a competitive advantage for the business in the future. Distinguish tactical issues from strategic ones and take action while effectively translating strategic imperatives at the macro level into initiatives and priorities.
Simplistic Agility – Foster simplicity and agility to look for ways to streamline work and processes to become more effective and efficient while developing new ideas quickly
Global Perspective – Ability to successfully operate in a global IT organization bringing perspective to daily work while leveraging relationships, expertise, and opportunities across borders taking the company’s strategy and priorities into consideration.
Accountability – Take initiative and assume personal accountability and ownership for goals, outcomes, and deadlines holding others accountable for achieving individual and organizational objectives.
Analysis – Possess critical thinking ability and deal systematically with input from a variety of sources to suggest alternative approaches to unfamiliar situations or concepts, as well as strong analytical skills, including an understanding of business economics and financial resources.
Supplier Management – Possess the ability to engage and manage suppliers as needed for discovery, modeling, implementation, and support.

Nice To Haves

Experience in manufacturing environments and SAP landscapes is strongly preferred.

Responsibilities

End-to-End Service Delivery Leadership; Responsible for identifying business and operational needs and ensuring the successful delivery through the partner, aligned with organizational priorities. This includes proactively driving initiatives that improve service quality and reduce operational costs. A strong emphasis is placed on fostering a customer-first culture, ensuring that both internal teams and external providers operate with accountability, transparency, and a commitment to delivering world-class service outcomes.
Vendor & Contract Governance; This role serves as the primary point of accountability for third-party service providers and is responsible for managing vendor performance against established SLAs, KPIs, and contractual obligations. The Service Delivery Manager implements and operates a structured governance model, including a defined cadence of operational, tactical, and executive service reviews. They ensure compliance with contract terms, address performance gaps through corrective action plans, and enforce contractual remedies when necessary. In addition, the role oversees commercial governance, including scope management, change orders, renewals, financial oversight, and invoice validation to ensure alignment between delivered services and contractual commitments.
Partner Delivery Process Ownership; The Service Delivery Manager serves is responsible for designing, standardizing, and continuously improving IT Catalog and Enhancement processes in partnership with the Run & Sustain Leader to ensure consistency, efficiency, and global alignment. The individual acts as the escalation point for process deviations, aging requests, and systemic service breakdowns, actively working to remove impediments and restore performance standards.
SLA, KPI & Operational Performance Management; A core responsibility of this role is the proactive management of SLAs and KPIs for both internal teams and external service providers. The Service Delivery Manager monitors operational metrics to identify trends, systemic issues, risks, and opportunities for service enhancement. Through structured analysis and reporting, they drive data-informed decision-making and continuous improvement initiatives. This includes maintaining performance dashboards, delivering executive-level reporting, and ensuring that service targets are aligned with business requirements, particularly those impacting manufacturing operations and production continuity.
Internal Demand & Process Governance; This role oversees the internal processes that generate and prioritize the body of work delivered by the service organization and its providers. The Service Delivery Manager ensures structured intake, prioritization, and transparency of workload and capacity planning. They drive improvements in requirements clarity and readiness before work is transitioned to vendors, minimizing rework and scope ambiguity. Additionally, the role establishes governance mechanisms that align demand with strategic priorities, prevent uncontrolled scope expansion, and ensure efficient utilization of resources while maintaining financial discipline.

Benefits

Medical/Dental/Vision Insurance
Health Savings Accounts and Flexible Spending Accounts
Life and AD&D Insurance, critical illness, hospital indemnity, and accident insurance
Short-term disability and long-term disability
Pet Insurance
Legal Benefits
401(k) Savings Plan with Company Match
12 Paid Holidays
Vacation Days and Paid Sick Time Off Days
Well-being Benefit
Discount and Total Reward Programs