Service Delivery Manager

Team Overview:

• Service Delivery is the backbone of customer success in the Americas, managing partner governance and strategic alignment.
• The team ensures partner-delivered services meet quality, satisfaction, and business outcome standards.

Role Summary:

• As a Service Delivery Manager, you oversee partner performance, quality, and operational health in assigned engagements.
• You act as the primary governance point, monitoring SLAs, managing escalations, and driving continuous improvement.

Key Responsibilities:

• Monitor partner service delivery performance against KPIs, tracking quality, utilization, and cost-per-outcome.
• Lead escalation management and corrective actions to protect customer outcomes.
• Manage operational governance cadence, capacity planning, and performance reporting for assigned partners.