Service Delivery Manager

Supplier and Service Delivery Manager will oversee the end-to-end management of care services, supplier relationships, contract execution, and service delivery to ensure exceptional client experiences.

This role requires balancing the operational efficiency of service delivery with strategic supplier and contract management, all while ensuring compliance, quality, and cost-effectiveness.

The ideal candidate will have experience managing multi-disciplinary teams, vendor negotiations, and customer-facing services.

Technical skills

• Atleast 15+ years of experience in Engineering or Services with minimum of 5 years of experience in service delivery and supplier management roles.
• Knowledgeable on CNS portfolio & Nokia portfolio, and business environment
• Project delivery within scope, time, cost constraints
• Vendor selection & management
• Expertise in defining, negotiating, and managing SLAs to ensure timely and quality service delivery.
• Ability to track and report on service performance metrics to ensure alignment with client expectations.
• Proficiency in project management and managed services tools (e.g., Salesforce, Jira, vFire, ITSM, MS Project) and methodologies (e.g., Agile, ITIL) to manage the full service lifecycle.
• Experience with process improvement methodologies (e.g., Lean, Six Sigma) to optimize service delivery workflows and eliminate inefficiencies.
• Ability to develop and implement continuous improvement initiatives for enhanced service performance.
• Ability to analyse key performance indicators (KPIs) and service delivery metrics
• Competency in generating performance reports and interpreting data to identify trends and improve service delivery outcomes.
• Strong understanding of procurement processes and supplier management strategies, including vendor selection, onboarding, and evaluation.
• Experience with supplier management platforms to manage contracts, purchase orders, and performance tracking.
• Skilled in negotiating supplier contracts delivery, focusing on cost-effectiveness, quality, and reliability.
• Expertise in conducting supplier performance assessments based on KPIs such as delivery times, quality standards, and service reliability.
• Experience in implementing corrective actions and improvement plans when supplier performance falls short.
• Knowledge of supply chain processes to streamline procurement and ensure the timely delivery of goods and services.
• Experience in managing inventory levels and maintaining optimal stock to avoid delays in service delivery.

Soft skills

• Highly organized with strong focus on driving results
• Strong influencing skills, with established relationships and ability to present at senior and officer level (CxO) executives
• Must be able to work in a fast paced, results oriented organization where teamwork and commitment to execution are essential
• Excellent customer handling, communication and interpersonal skills
• People agility - adaptable, authentic, and inclusive manager who drives team with a purpose
• Analytical mindset with strong troubleshooting skills and focus on continuous improvement
• Strong negotiation skills for securing favourable terms with suppliers and managing any disputes or challenges in service delivery
• Ability to lead and manage cross-functional teams, driving collaboration between procurement, operations, and service delivery units.
• Strong leadership in motivating and mentoring team members to meet service delivery goals and maintain high standards of supplier management.
• Analytical thinking to identify service delivery issues and supplier-related risks, developing efficient solutions that prevent disruption to operations.
• Ability to make quick and sound decisions, especially in high-pressure environments where service continuity or supplier performance is critical.
• Strong conflict resolution skills to manage escalations from clients or issues with suppliers, ensuring a timely and positive outcome.
• Highly organized in managing and prioritize multiple tasks and supplier contracts, service delivery timelines, and procurement processes simultaneously.
• High attention to detail when monitoring supplier contracts, service performance metrics, and compliance with SLAs.

Service Delivery Management:

• Oversee the delivery of project services to ensure that they meet or exceed client expectations.
• Serve as the primary point of contact with all internal delivery teams, managing relationships and addressing service-related concerns promptly.
• Develop and implement processes to continuously improve service delivery, ensuring operational efficiency and quality.
• Monitor service level agreements (SLAs) to ensure timely and effective delivery, while resolving any service disruptions or performance issues.
• Lead service reviews with suppliers and internal teams, identifying areas for improvement and implementing corrective actions.
• Collaborate with cross-functional teams to align service delivery with client requirements and organizational goals.
• Ensure the effective and compliant delivery of care services to clients, focusing on personalized and high-quality outcomes.
• Develop and review care plans tailored to individual client needs, coordinating with care teams to ensure proper implementation.

Supplier Management:

• Develop and maintain strong relationships with key suppliers to ensure the procurement of quality goods and services that support service delivery.
• Oversee ongoing and future contracts, pricing, and delivery with suppliers to achieve the best value while maintaining high service levels.
• Monitor supplier performance, ensuring compliance with agreed-upon standards, and address any issues or non-conformances.
• Manage the supply chain to ensure the timely availability of resources necessary for care delivery, avoiding disruptions.
• Identify and onboard new suppliers as needed, ensuring a robust and reliable network of partners.
• Manage supplier performance, providing guidance, training, and support to ensure the highest standards of services.
• Oversee contract performance to ensure that all parties meet their obligations, and manage renewals, extensions, and terminations as needed.
• Maintain accurate records of all contracts and monitor key dates to avoid lapses or risks related to non-compliance.