Service Delivery Manager

As a VMO

Service Delivery Manager

is responsible for tracking and analyzing the delivery of services to ensure they align with the organization’s value and strategic goals. They assess service performance, identify opportunities to maximize value, and support decision-making to optimize resource use and outcomes. The purpose is to drive continuous improvement, ensuring services deliver measurable business value and enhance overall efficiency.

Service Performance Analysis and Reporting

Collect, analyze, and interpret data on service delivery performance against agreed metrics and value targets.

Prepare clear reports and dashboards to communicate findings to stakeholders by using data tools and collaborate with service teams to gather accurate information. Identify trends, risks, and opportunities for improvement.

Value Optimization and Improvement Initiatives

Identify gaps between current service delivery and value objectives.

Recommend and support initiatives to enhance service efficiency, cost-effectiveness, and business impact.

Collaborate with cross-functional teams to design and implement improvements, track progress, and measure outcomes.

Stakeholder Engagement and Communication

Liaise with internal stakeholders, including service owners, finance, and business units, to ensure alignment on value goals and service expectations.

Facilitate meetings example Governance and workshops as needed.

Maintain clear, consistent communication and manage expectations regarding service delivery and value realization

Documentation and Compliance

Maintain accurate documentation of service delivery processes, Governance, value metrics, and improvement actions.

Ensure compliance with organizational standards and governance policies.

Update value management frameworks (Governance, Planview, service catalogues, Project Appraisal Document and audit records regularly

Continuous Learning and Process Enhancement

Stay updated on industry best practices, tools, and methodologies related to service delivery and value management.

Suggest enhancements to existing processes.

Participate in training, research, and knowledge sharing within the team.

Candidate Profile

10+ years of IT and business industry work experience, with at least 9 years in an Agile / Service delivery and tooling and process management role.

Product, Services and Project Management experience preferably in a demanding, fast paced Fortune 500 Global organization, and leading global cross functional teams.

Working experience with Agile principals and / or tools.

Six Sigma and Agile knowledge preferred.

Must be a detail oriented, analytical, and an independent thinker.

Must be comfortable interacting with technical teams and can distill complex technical issues into understandable issues for process owners.

Strong written and verbal communication skills

Client relationship management in a large global organization.

Strong Customer service skills.

Knowledge of Agile concepts and current technology protocols and standards.