Service Delivery Manager

chainiqgro•Jersey City, NJ

1d•Remote

About The Position

We are seeking a Service Delivery Manager (North America) to join a global procurement services organization. Based in the United States, this role is responsible for ensuring the effective delivery of Managed Services across the assigned scope. You will act as the primary interface between local stakeholders and the global delivery organization, ensuring that services are delivered in line with agreed expectations, performance standards, and governance frameworks. In addition, you will support the global sourcing community by facilitating coordination, alignment, and continuous improvement.

Requirements

Bachelor’s degree in Business, Supply Chain, or related field
10 years of experience in service delivery, account management, or procurement environments
Proven experience managing service performance, stakeholders, and delivery governance
Experience in global or cross-regional environments
Understanding of procurement needs is a must have
Ability to speak with senior leadership

Responsibilities

Own and oversee the end-to-end delivery of Managed Services within the assigned scope
Ensure services are delivered in line with contractual commitments, SLAs, and performance targets
Monitor and track service performance, KPIs, and delivery outcomes
Identify and proactively address delivery risks, issues, and escalations
Drive service quality, efficiency, and stakeholder satisfaction
Act as the central coordination point across delivery teams and functions for your geography
Serve as the primary point of contact for local business stakeholders
Ensure clear communication, alignment of expectations, and responsiveness
Translate business needs into actionable requests for delivery teams
Facilitate collaboration between stakeholders and global delivery teams
Manage escalations and ensure timely resolution
Support and participate in governance forums and operational review meetings
Provide structured reporting on service delivery, performance, and improvement actions
Ensure transparency on pipeline, workload, and delivery status
Support the coordination and effectiveness of a global sourcing community
Facilitate alignment between regional demand and global delivery capabilities
Promote adoption of standard processes, tools, and ways of working (without owning sourcing execution)
Contribute to knowledge sharing and continuous improvement initiatives
Act as a connector between local needs and global expertise
Identify opportunities to improve service delivery, processes, and stakeholder experience
Support implementation of process enhancements and operating model improvements
Drive adoption of tools, reporting standards, and best practices
Contribute to building a high-performing and scalable service delivery environment