What are the responsibilities and job description for the Service Delivery Manager position at Chain IQ Group AG?
At Chain IQ, your ideas move fast.
Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.
About The Role
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.
Key Responsibilities
We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let’s shape the future of procurement - together.
Chain IQ – Create. Lead. Make an impact.
Information for agencies: Applications sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.
Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.
About The Role
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.
Key Responsibilities
- Service Delivery Management (Core Accountability)
- 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
- Stakeholder Management & Interface Role
- 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
- Governance & Performance Management
- 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
- Global Sourcing Community Support
- 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
- Continuous Improvement & Operational Excellence
- 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
- 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
We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let’s shape the future of procurement - together.
Chain IQ – Create. Lead. Make an impact.
Information for agencies: Applications sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.