Role PurposeWe are seeking a Service Delivery Manager (North America) to join a global procurement services organization. This role is responsible for ensuring the effective delivery of Managed Services across the assigned scope in North America.
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. You will play a critical role in driving service excellence, strengthening stakeholder relationships, and supporting continuous improvement initiatives across a global operating environment.
Responsibilities- Lead the end-to-end delivery of managed services across the assigned North America scope.
- Ensure services are delivered in accordance with agreed service levels, performance targets, and contractual commitments.
- Monitor and analyze service performance metrics, identifying trends and opportunities for improvement.
- Build strong relationships with business stakeholders and serve as their primary point of contact for service-related matters.
- Partner with global delivery teams to ensure business requirements are understood and effectively executed.
- Manage service risks, issues, and escalations, driving timely resolution and stakeholder communication.
- Facilitate governance meetings and provide regular reporting on service performance, delivery status, and improvement initiatives.
- Support alignment between regional business needs and global delivery capabilities.
- Promote the adoption of standardized processes, tools, and best practices across the organization.
- Identify and implement opportunities to improve operational efficiency, service quality, and stakeholder satisfaction.
Requirements- Bachelor's degree in Business, Supply Chain, or related field
- 10 years of experience in service delivery, account management, or procurement environments
- Ability to speak with senior leadership
- Fluent English and Spanish is essential
- Proven experience managing service performance, stakeholders, and delivery governance
- Experience in global or cross-regional environments
- Understanding of procurement needs is a must have
What We OfferWe offer a comprehensive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to the business. The salary range for New York City and Chicago metro areas is $120,000 to $170,000, plus individuals may be eligible for an annual discretionary bonus. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, qualifications, skills, location and applicable employment laws. In addition, our Total Rewards package includes medical, vision and dental coverage, 401(k), and a wide range of paid time off options.
Information for agencies: Applications sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.
