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We are seeking an experienced Service Delivery Manager to oversee the performance and operational success of strategic outsourcing partners supporting a US-based organization. This individual will serve as the primary point of contact between internal stakeholders and external service providers, ensuring vendors consistently meet service levels, quality standards, and business objectives.
The ideal candidate is highly analytical, relationship-driven, and experienced in managing BPO or outsourced operations within a fast-paced environment.
Key Responsibilities
Manage day-to-day relationships with external vendors and outsourced service providers.
Monitor vendor performance against established KPIs, SLAs, quality metrics, and contractual obligations.
Drive accountability through regular business reviews, scorecards, and performance reporting.
Partner closely with US-based stakeholders to align vendor operations with business priorities.
Lead operational governance meetings, vendor performance reviews, and executive business reviews.
Manage and resolve operational escalations while ensuring timely issue resolution.
Identify performance gaps and implement corrective action plans with vendor leadership.
Analyze operational data and trends to recommend process improvements, efficiency gains, and cost optimization initiatives.
Collaborate cross-functionally with Operations, Quality, Workforce Management, Product, Customer Experience, and other business teams.
Ensure timely delivery and accuracy of operational reports, dashboards, and performance metrics.
Oversee vendor compliance with contractual requirements, policies, security standards, and operational procedures.
Support new vendor launches, transitions, process implementations, and knowledge transfer activities.
Drive continuous improvement initiatives that enhance customer experience, operational efficiency, and vendor performance.
Build strong relationships with internal and external stakeholders while serving as a trusted advisor on vendor operations.
Qualifications
Bachelor's degree in Business, Operations Management, or a related field.
8+ years of experience in Vendor Management, Service Delivery, BPO Operations, or Operations Management.
Experience managing outsourced contact center or customer support vendors is highly preferred.
Strong understanding of SLA management, KPI reporting, governance, and vendor performance management.
Experience presenting business reviews and operational updates to senior leadership.
Excellent stakeholder management and communication skills.
Strong analytical skills with experience interpreting operational data and identifying improvement opportunities.
Experience handling operational escalations and driving resolution across multiple teams.
Advanced proficiency in Microsoft Excel and PowerPoint; experience with reporting and dashboard tools is an advantage.
Comfortable working with US-based teams and supporting overlapping US business hours when required.
Successful candidates will demonstrate the ability to:
Maintain high vendor performance against service level agreements.
Build productive relationships with internal stakeholders and vendor partners.
Drive continuous operational improvements and cost efficiencies.
Effectively manage escalations and complex operational issues.
Deliver accurate reporting and actionable business insights.
Foster accountability while creating collaborative vendor partnerships.
