service delivery manager

Singleclic

<div>Job Summary: As a Service Delivery Manager at SingleClic, you will be responsible for overseeing the successful delivery of software services to our clients. You will work closely with both clients and internal teams to ensure customer satisfaction, project success, and compliance with service level agreements (SLAs).
Key Responsibilities:
<div><ul><li>Client Relationship Management:
<ul><li>Develop and maintain strong client relationships.</li>
<li>Act as the primary point of contact for clients, addressing their concerns and ensuring their needs are met.</li>
<li>Regularly communicate with clients to gather feedback, provide updates, and manage expectations.</li>
</ul></li></ul><ul><li>Service Delivery Coordination:
<ul><li>Collaborate with project managers, development teams, and other internal stakeholders to ensure timely and high-quality service delivery.</li>
<li>Monitor project progress and make necessary adjustments to meet client requirements and project deadlines.</li>
<li>Create and maintain project plans and schedules.</li>
</ul></li></ul><ul><li>SLA Management:
<ul><li>Define, establish, and monitor service level agreements (SLAs) for client projects.</li>
<li>Ensure that SLAs are met and take corrective action when necessary to meet performance standards.</li>
</ul></li></ul><ul><li>Issue Resolution:
<ul><li>Identify and resolve issues that may impact service delivery or client satisfaction.</li>
<li>Escalate and manage critical issues in a timely manner.</li>
</ul></li></ul><ul><li>Performance Reporting:
<ul><li>Prepare and deliver regular reports to clients on project status, key performance indicators (KPIs), and any relevant metrics.</li>
<li>Provide insights and recommendations for improvement based on the data.</li>
</ul></li></ul><ul><li>Resource Management:
<ul><li>Allocate resources, including team members and equipment, to ensure project success.</li>
<li>Manage project budgets and expenses.</li>
</ul></li></ul><ul><li>Quality Assurance:
<ul><li>Ensure that the services delivered meet quality standards and adhere to best practices in software development and project management.</li>
</ul></li></ul><ul><li>Risk Management:
<ul><li>Identify and mitigate risks that could affect project delivery or client satisfaction.</li></ul></li></ul></div></div>

Service Delivery Manager

MANTECH

<div>MANTECH seeks a motivated, career and customer-oriented Service Delivery Manager to join our team in the Washington, DC area.
This is a hybrid position that is expected to be on-site at the customer location in Washington, DC three (3) days per week and two (2) days remote.
Responsibilities include, but are not limited to:
<ul><li>Responsible for the day-to-day middle management and accountability of program project managers within infrastructure delivery management</li><li>
Supervises project management staff involved in IT services projects</li><li>
Ensures projects are meeting milestones and deliverables</li><li>
Ensures Service Level Agreements (SLAs) are achieved, analyzed and reported</li><li>
Determines and acquires resources to perform the related scope of work for a wide range of IT services</li><li>
Oversees project deliverables and delivers briefings and status to senior leadership.</li></ul>
Minimum Qualifications:
<ul><li>Bachelor&rsquo;s degree in a related field; and additional 6 years of related experience might be substituted for a degree.</li><li>
8+ years of related experience with an emphasis on change, problem, configuration, and process management programs and/or projects</li><li>
5 years of proven experience managing a program with at least 50 personnel delivering Common Services</li><li>
3 years of experience interfacing and presenting to C-level executives</li></ul>
Preferred Qualifications:
<ul><li>Service Management Certification: Possession of an ITIL 4 Managing Professional or Strategic Leader certification, with a deep understanding of Service Value Streams and SLA optimization</li><li>
Large-Scale Team Leadership: Proven success managing large, multi-functional teams (50+ personnel) within a Managed Services Provider (MSP) model or a centralized &quot;Common Services&quot; federal environment</li><li>
Advanced Project Oversight: Demonstrated expertise using Enterprise Project Management tools (such as ServiceNow, Jira, or MS Project) to track cross-project dependencies and resource allocation</li><li>
Process Improvement: History of implementing Six Sigma or Lean methodologies to refine change, configuration, and problem management processes, resulting in reduced system downtime</li><li>
Consulting experience with federal departments, agencies, and organizations</li><li>
PMI&rsquo;s PMP certification preferred</li></ul>
Security Clearance Requirements:<ul><li>
US citizenship, with ability to obtain a Public Trust/ Suitability</li></ul>
Physical Requirements:<ul><li>
The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations</li><li>
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.</li><li>
Must be able to remain in a stationary position 50%</li></ul></div>

<div><div>Service Delivery Manager &ndash; Retail Domain 
Role Overview 
The Service Delivery Manager (SDM) L3 in the retail domain is responsible for ensuring the effective delivery of IT services across retail operations. This includes store systems, POS, ERP, CRM, e‑commerce, supply chain, and omnichannel platforms. The SDM acts as the bridge between business stakeholders and IT teams, ensuring service quality, compliance, and continuous improvement. The role requires deep expertise in retail IT ecosystems, strong leadership, and the ability to resolve complex service delivery challenges independently. 
Key Responsibilities 
<ul><li>Provide L3 leadership for service delivery across retail IT systems and applications.</li><li>Ensure end‑to‑end service performance for POS, ERP, CRM, supply chain, and e‑commerce platforms.</li><li>Govern SLAs, KPIs, and OLAs, ensuring contractual and operational compliance.</li><li>Lead major incident management, coordinating resolution and stakeholder communication.</li><li>Drive problem management and root cause analysis to prevent recurring issues.</li><li>Oversee change and release management to minimize business disruption.</li><li>Collaborate with enterprise architects, transition managers, and business stakeholders to align IT services with retail strategy.</li><li>Manage vendor relationships, contracts, and escalations for service delivery.</li><li>Conduct service reviews, reporting, and audits to ensure continuous improvement.</li><li>Mentor and guide service delivery teams, ensuring process maturity and customer satisfaction.</li></ul>
Required Skills &amp; Experience 
<ul><li>10&ndash;15 years of experience in IT service delivery / service management with strong L3 expertise.</li><li>Hands‑on experience in retail IT systems (POS, ERP, CRM, supply chain, e‑commerce).</li><li>Strong knowledge of ITIL v3/v4 frameworks and service management processes.</li><li>Expertise in major incident handling, SLA governance, and vendor management.</li><li>Experience with ITSM platforms (ServiceNow, Remedy, Cherwell).</li><li>Familiarity with cloud services and digital transformation in retail.</li><li>Strong stakeholder management and communication skills.</li><li>Ability to lead critical service delivery initiatives and mentor junior managers.</li></ul>
Preferred Qualifications 
<ul><li>Certifications: ITIL Expert / Managing Professional, PMP/PRINCE2, Agile/SAFe certifications.</li><li>Experience with large‑scale retail transformations and global rollouts.</li><li>Exposure to enterprise architecture frameworks (TOGAF, Zachman).</li><li>Knowledge of Lean/Six Sigma for process improvement.</li></ul> 
</div>Your future duties and responsibilities
Required qualifications to be successful in this role
Together, as owners, let&rsquo;s turn meaningful insights into action. 
 
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you&rsquo;ll reach your full potential because&hellip; 
 
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That&rsquo;s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company&rsquo;s strategy and direction. 
 
Your work creates value. You&rsquo;ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. 
 
You&rsquo;ll shape your career by joining a company built to grow and last. You&rsquo;ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
 
 
Come join our team&mdash;one of the largest IT and business consulting services firms in the world.</div>

Service Delivery Manager – Cloud

Ecolab

<div>An HR Service Delivery Manager is responsible for ensuring that HR operations services are delivered effectively within a global organization.
Responsibilities:<ul><li>
Manage HR Service Delivery Team: Supervise and lead the HR service delivery team to ensure smooth operations</li><li>
Develop HR Strategies: Create and implement HR service delivery strategies that align with business goals.</li><li>
Streamline HR Processes: Work on streamlining and optimizing HR processes to improve efficiency.</li><li>
Monitor Metrics: Track HR service delivery metrics and KPIs to identify areas for improvement.</li><li>
Resolve Issues: Handle escalated HR service issues and ensure timely resolution.</li><li>
Ensure Compliance: Ensure compliance with HR policies, legal standards, and employment laws.</li><li>
Employee Experience: Focus on enhancing employee satisfaction and experience</li></ul>
Qualifications:<ul><li>
Education: Bachelor's degree in Human Resources, Business Administration, or a related field.</li><li>
Experience: Minimum of 8 years' experience in HR service delivery or HR operations.</li><li>
Skills: Strong Leadership, team management, problem-solving, communication, and strategic planning skills.</li></ul>
Preferred:<ul><li>
Experience: Previous work with US-based companies.</li><li>
Certifications: Relevant certifications such as PMP or CAPM.</li><li>
Technical Proficiency: Familiarity with Workday and ServiceNow software.</li></ul> 
Our Commitment to a Culture of Inclusion &amp; Belonging 
Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance in all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement. Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin,citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.</div>

HR Service Delivery Manager

DXC Technology

Key Responsibilities: <ul> <li>Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget.</li> <li>Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts.</li> <li>Ensure adherence to ITIL and other relevant best practices in service management.</li> </ul> Client Relationship Management: <ul> <li>Serve as the primary point of contact for clients regarding ServiceNow services and support.</li> <li>Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services.</li> <li>Conduct regular service review meetings with clients to discuss performance, improvements, and future needs.</li> </ul> Project Management: <ul> <li>Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases.</li> <li>Develop and maintain project plans, schedules, and budgets.</li> <li>Ensure effective communication and coordination among project stakeholders.</li> </ul> Quality Assurance and Improvement: <ul> <li>Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions.</li> <li>Identify opportunities for service improvements and implement changes to enhance service delivery.</li> <li>Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes.</li> </ul> Team Leadership and Development: <ul> <li>Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team.</li> <li>Conduct regular performance reviews and provide constructive feedback.</li> <li>Foster a collaborative and high-performing team culture.</li> </ul> Service Monitoring and Reporting: <ul> <li>Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs).</li> <li>Prepare and present regular service performance reports to clients and senior management.</li> <li>Proactively identify and resolve service issues to minimize disruptions and maintain service quality.</li> </ul>

ServiceNow Service Delivery Manager

Syngenta

<div>
 
 Company Description
 
 
 
 As a world market leader in crop protection,we help farmers to counter these threats and ensure enough safe, nutritious, affordable food for all &ndash; while minimizing the use of land and other agricultural inputs.
 
 
 Syngenta Crop Protection keeps plants safe from planting to harvesting. From the moment a seed is planted through to harvest, crops need to be protected from weeds, insects and diseases as well as droughts and floods, heat and cold.
 
 
 Syngenta Crop Protection is headquartered in Switzerland.
 
 
 
 Job Description
 
 
 
 
 Purpose*
 
 
 
 <ul>
 <li>
 Accountable for monitoring and maintaining the delivery of services by GFM suppliers for Middle East Real Estate portfolio in line to agreed standards.
 </li>
 <li>
 To develop, agree and implement a facilities and real estate strategy for Middle East working with the GFM supplier and Business Partners that creates an environment where Syngenta employees can contribute to their highest potential, delivering innovative contributions to the business in safe, efficient and most effective ways.
 </li>
 <li>
 Accountable for Middle East portfolio for both FM services and Real Estate activities. To act as an ambassador for Syngenta and GSS through strong networking, internally with R&amp;D Business Partners, GFM supplier and other functional leadership and staff.
 </li>
 <li>
 Work with GFM suppliers in a business partner relationship to continuously identify improvements to the service provided and areas where further savings could be made.
 
 
 </li>
 </ul>
 
 Accountabilities*
 
 
 
 <ul>
 <li>
 Manage the Facilities Management contract(s) at an area level and oversee that all the required services are being delivered to specification (security, engineering maintenance, cleaning, catering, heating, lighting and Real Estate etc.).
 </li>
 <li>
 Be responsible for preparing and agreeing the Middle East GFM budget with Regional GFM Head, GFM Finance and GFM supplier, monitor spending and accruals.
 </li>
 <li>
 Liaising with GFM supplier organization, R&amp;D business partners, key internal stakeholders and external contacts to support the smooth delivery of area operations.
 </li>
 <li>
 Review the supplier delivery against the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for Middle East region with the GFM supplier. Gather and collate area data on the KPIs and SLAs and communicate results to the relevant parties.
 </li>
 <li>
 Update and maintain the Syngenta Property Database &amp; Real Estate Tracker.
 </li>
 <li>
 Manage all Real Estate transactions within their portfolio.
 </li>
 <li>
 Monitor GFM supplier performance and act as the first internal escalation point for the Area. Share industry best practice and opportunities across Area.
 </li>
 <li>
 Ensure that all the area activities meet all internal and external legal, HSE, Letter of Assurance, fiscal and compliance requirements and that all corporate standards are understood and implemented working with the HSE departments, functions and GFM supplier appropriately.
 </li>
 <li>
 Act as a key contact and escalation point with Syngenta business partners ensuring that latest Syngenta business and real estate strategy is implemented across the area where relevant to GFM organization.
 </li>
 <li>
 Accountable for delivering GFM related projects in time, cost and quality within the area.
 </li>
 <li>
 Review Supplier contract terms at regular intervals with supplier counterparts and identify improvements and savings that can be made according to feedback on service provided. Incorporate learning into any freshly negotiated terms and agree any major additional service provision to the base contract following the correct change control procedure.
 </li>
 <li>
 Work with relevant subject matter experts to ensure that service delivery protocols for sites and equipment is in line with Syngenta and Legislative Requirements for the Legal Entities within the Area.
 </li>
 <li>
 Establish and maintain fit for purpose area organizations for efficient delivery of GFM goals including the management of the organizational budget and people.
 </li>
 <li>
 Support the delivery of Capital, Maintenance and Operational projects delivered in the area where applicable.
 </li>
 <li>
 Head the Area Leadership team for GFM and be a member of other related leadership teams where appropriate.
 </li>
 <li>
 Take responsibility for area morale and communications where required. Responsible for execution of client satisfaction surveys.
 </li>
 <li>
 Assume Legal responsibility for GFM area operations, where relevant, and ensure that Legal and Compliance accountability (e.g. ISO, SOX, LoA) is clear across the area for sites in scope.
 </li>
 <li>
 Support Internal Audit process for the relevant areas of responsibility.
 </li>
 <li>
 Drive operational excellence and productivity improvement across area in partnership with Functional Business Partners and GFM supplier.
 
 
 </li>
 </ul>
 
 List any specific deliverables/ projects within the role
 
 
 
 <ul>
 <li>
 Contract management of GFM contract with key suppliers.
 </li>
 <li>
 Governance and Leadership of Middle East GFM operations.
 </li>
 <li>
 Operational delivery of services on an area level.
 </li>
 <li>
 Delivery of GFM related projects in the area.
 </li>
 <li>
 Key local contact/facilitator with Syngenta/Third Party at an area level.
 </li>
 <li>
 Management of local Service Delivery team as applicable.
 
 
 </li>
 </ul>
 
 Describe the team and the work environment
 
 
 
 Global team of 50+ with clear reporting structure into GFM organization, part of multi-functional global Shared Business Services group within Syngenta.
 
 
 
 Geographic Scope
 
 
 
 <ul>
 <li>
 Operational area &ndash; role will be based in Egypt, with responsibility for multiple sites across Middle East.
 
 
 </li>
 </ul>
 
 Complexity
 
 
 
 <ul>
 <li>
 A high level of area stakeholder management- facilitating the relationship between the local Syngenta functions, key business partners, the suppliers and the Third Parties.
 </li>
 <li>
 Application and understanding of the internal and external regulatory requirements.
 </li>
 <li>
 A high level of change implementation will be required.
 </li>
 <li>
 A high degree of autonomy is expected due to geographical diversity of the organization.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Essential:
 
 
 
 <ul>
 <li>
 Experience of managing a diverse team across locations.
 </li>
 <li>
 Comprehensive working knowledge of the contracts management in relation to the provision of services to the site, including the related service level agreements and key performance indicators.
 </li>
 <li>
 Good knowledge of Health &amp; Safety requirements and how they can best be implemented
 </li>
 <li>
 Computer literate.
 </li>
 <li>
 Experience of managing 3rd party suppliers, including contract management and the operation of SLAs and KPIs.
 </li>
 <li>
 Experience of managing and setting budgets.
 </li>
 <li>
 Excellent communication skills, with both internal customers and external suppliers.
 </li>
 <li>
 Excellent leadership skills with an ability to manage a team and stakeholders.
 </li>
 <li>
 Able to plan and organize work to meet deadlines whilst maintaining some flexibility to manage changing demands.
 
 
 </li>
 </ul>
 
 Desirable
 
 
 
 <ul>
 <li>
 Experience of working in Site Services function.
 
 
 </li>
 </ul>
 
 Minimum education and critical knowledge required for the job*
 
 
 
 <ul>
 <li>
 Fluent in English and any additional language necessary to effectively manage in the area. Other languages are beneficial.
 </li>
 <li>
 Educated to a degree level standard or equivalent.
 </li>
 <li>
 Leadership experience and proven track records.
 
 
 </li>
 </ul>
 
 Experience To Be Gained In The Job
 
 
 
 
 Describe the relevant experience that can be gained whilst performing the job.
 
 
 
 <ul>
 <li>
 Include functional experience (like enhancing selling skills) as well as Business/Organizational experience (like working with Leadership Team)
 </li>
 <li>
 Experience within a Corporate Facilities &amp; Real Estate function and robust stakeholder engagement.
 </li>
 </ul>
</div>

Service Delivery Manager - Middle East

Realign

<div>Job Type: Contract
Job Category: IT
Job Description
<div>Job Title : Service Delivery Manager-Functional (Retail ERP)</div><div>
Location: Atlanta, GA 
Duration: 6 months</div> 
Competencies: 6-8+ years experience 
Merchandising 
Retail - Operations 
SCM Sales Order Management 
 
Role Description: 
Service Delivery Manager-Functional (Retail ERP) - Strong hands-on in Jesta Vision modules (at least two of Merchandising, Inventory/WMS, Store/POS, Order Management/Omni). 
End-to-end retail process knowledge item onboarding, pricing promotions, procure-to-pay, order-to-cash, store ops, returns, stock reconciliation, seasonal planning. 
Familiar with Home Furniture nuances configurable products, made-to-order, special orders, delivery installation, capacity scheduling, NDR/returns handling. 
Technical - Proficiency in SQL (queries, joins, troubleshooting data issues). 
Experience with integrations EDI (850/855/856/810), REST/SOAP APIs, SFTP/file drops, message queues. 
Comfort with log analysis, batch schedulers, and job monitoring tools. 
Exposure to reporting/BI (e.g., building extracts or validating KPIs) and Excel for analysis. 
 
Competencies: 
Merchandising 
Retail - Operations 
SCM Sales Order Management 
Experience (Years): 6-8 
 
Essential Skills: 
Functional (Retail ERP) - Strong hands-on in Jesta Vision modules (at least two of Merchandising, Inventory/WMS, Store/POS, Order Management/Omni). 
End-to-end retail process knowledge item onboarding, pricing promotions, procure-to-pay, order-to-cash, store ops, returns, stock reconciliation, seasonal planning. 
Familiar with Home Furniture nuances configurable products, made-to-order, special orders, delivery installation, capacity scheduling, NDR/returns handling. 
Technical - Proficiency in SQL (queries, joins, troubleshooting data issues). 
Experience with integrations EDI (850/855/856/810), REST/SOAP APIs, SFTP/file drops, message queues. 
Comfort with log analysis, batch schedulers, and job monitoring tools. 
Exposure to reporting/BI (e.g., building extracts or validating KPIs) and Excel for analysis. 
Provide L2/L3 support for Jesta Vision Suite modules (Merchandising, Inventory/WMS, Store/POS, Order Management). 
Troubleshoot and resolve issues related to item setup, pricing, purchase orders, receipts, allocations, inventory adjustments, sales orders, returns, and transfers. 
Monitor and maintain interface queues, batch jobs, and integrations with eCommerce platforms, payment gateways, 3PLs, and finance systems. 
Execute minor enhancements, configuration changes, and data fixes with proper approvals. 
Collaborate with business users to gather requirements, prepare functional specifications, and coordinate with technical teams for solution delivery. 
Support patching, upgrades, SIT/UAT, and regression testing. 
Maintain SOPs, runbooks, and knowledge base for ERP processes
Required Skills
TECHNICAL PROJECT MANAGER</div>

Service Delivery Manager Functional (Retail ERP)-4

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