Service Delivery Manager

Job Summary

Key Responsibilities

Key Responsibilities

• Program Delivery & Governance
  • Lead large, multi-workstream transition programs, ensuring delivery against defined scope, timeline, budget, and quality.
  • Establish and enforce governance structures, steering committees, and reporting standards.
  • Execute on transitions/projects in line with recognized best practice methodology (planning, managing risk, governance, quality assurance, issue resolution, reporting) within the approved schedule
  • Deliver on the transition/project plan Report project/transitions progress, and risks. Develop corrective action where necessary.
• Strategic Planning & Execution
  • Build, oversee, and adapt comprehensive transition and transformation roadmaps.
  • Ensure alignment of transition programs with enterprise strategy, GBS service delivery models, and business priorities.
  • Support development and validation of business cases, presenting to leadership for decision-making.
• Stakeholder & Change Management
  • Engage with executive sponsors, functional leaders, and regional/country stakeholders to secure buy-in and ensure successful adoption.
  • Act as a trusted advisor to business and functional leaders, providing insights and guidance on transition impacts.
  • Manage communication strategies across regions and functions to ensure transparency and alignment.

• Process Improvement & Capability Building
  • Identify, document, and implement process improvement opportunities during and post-transition.
  • Champion best practices in program and transition management, embedding continuous improvement into delivery.

Skill Requirements

• 10+ years of experience in program/project management, with at least 5 years in large-scale transition programs
• Proven success managing multi-country, multi-functional transitions or transformation programs.
• Strong knowledge of transition and transformation methodologies, governance frameworks, and program management tools.
• Project/Program Management certification (PMP, PgMP, MSP, or equivalent) is a plus;
• Strong financial and resource management skills, with experience managing multimillion-dollar budgets.
• Demonstrated expertise in executive stakeholder management, influencing across functions and geographies.
• Strong knowledge of change management principles and ability to drive adoption in complex environments.
• Excellent communication, presentation, and negotiation skills; able to influence at all organizational levels.
• High resilience, adaptability, and ability to manage ambiguity in a fast-paced, global matrix organization.
• Solution-oriented, strategic thinker with strong analytical and problem-solving skills.
• Passion for continuous improvement, innovation, and building scalable capabilities.

Other Requirements