Service Delivery Manager – Outsourced Services (Hybrid)

We are actively interviewing for this position so if interested please apply now.

About the Opportunity

I am currently looking for a highly organized and results-driven Service Delivery Manager to oversee the delivery of outsourced services to our enterprise clients.

In this role, you will serve as the primary point of contact for our service engagements, ensuring that we meet or exceed our Service Level Agreements (SLAs), maintain high customer satisfaction, and keep our partnerships running smoothly. If you have a strong background in vendor management, technology consulting, and SAP HCM products, I would love to connect with you.

What You Will Do

• Service Delivery Management: Oversee the end-to-end delivery of outsourced services, aligning strictly with contractual obligations and SLAs.
• Issue Resolution: Act as the primary escalation point for any service delivery issues, coordinating resolution efforts between internal teams and our outsourced partners.
• Engagement Health: Monitor and report on the overall health of the service engagement, managing support tickets (cases) to ensure client concerns are addressed promptly.
• Client Advocacy: Build and maintain strong, strategic relationships with our clients, acting as their internal advocate while facilitating regular meetings to discuss performance and future requirements.
• Strategic Alignment: Host regular syncs with technology consultants to align on client-specific support strategies and upcoming administrative activities.
• Continuous Improvement: Continually analyze engagements for quantitative and qualitative value added. Identify and implement initiatives to improve the quality, efficiency, and value of our outsourced services.

What We Are Looking For

• Core Experience: Proven experience in service delivery management, outsourcing, or vendor management.
• SAP Expertise: Proven experience working with SAP SuccessFactors and an administrative-level understanding of SAP’s HCM suite. You should be able to troubleshoot admin-level problems, advise on HCM modules, and proactively navigate the SAP yearly calendar.
• Software Proficiency: Comfortable tracking client information, cases, and billing elements in Salesforce or a PSA tool like Kantata (strong proficiency is a huge plus). Highly proficient in Microsoft 365 (Excel, Word, PowerPoint) for building client deliverables.
• Analytical Skills: Strong analytical mindset with the ability to interpret data, manage SLAs, and generate actionable insights.
• Education: Bachelor's degree in Business Administration, Information Technology, or a related field (Master’s degree is a plus) or equivalent experience.
• Work Style: Client-focused, adaptable, and capable of working in a fast-paced environment with competing priorities.

To Apply: Please submit your updated resume highlighting your relevant SAP SuccessFactors and Service Delivery experience. I will be reviewing applications directly and will reach out to schedule an introductory call if your background aligns with our current needs.