Senior Service Delivery Manager

About the role

If you enjoy wearing many hats, Senior Service Delivery Manager might be your niche! This role serves the business in various capacities including leader, change agent, strategic consultant, program manager, subject matter expert, and customer advocate. This role is responsible for the execution of client programs and opportunities once awarded. Working closely with sales and the global project management office (GPMO), the Senior Service Delivery Manager leads the knowledge transfer of the program requirements, financial model and goals as negotiated in the contract(s), master service agreement(s) and statement of works. In alignment with the customer, the Senior Service Delivery Manager defines the processes and, implements the program framework utilizing project/program planning tools, financial and workload forecasting methods and, internal coordination with other departments and the execution of the program. This role is responsible for communicating the program status and raising issues/challenges to management and supporting departments.

What you'll do

• Manage the customer expectations and serve as the escalation point for the customer
• Identify continuous improvement opportunities post-implementation
• Owns the overall relationship with the assigned customers, customer satisfaction, program(s) profitability, while adhering to contract requirements and service levels
• Owns the overall customer relationship for one or more of Shyft’s largest customers and/or business global account and all associated programs and has overall ownership for the customer profitability
• Primary day to day interaction and contact with the customer who has responsibility for implementation and ongoing management of the customer program (25%)
• Understand and execute to all contracts, master services agreement(s) and statements of work (35%)
• Track and meet customer program profitability goals (30%)
• Monitor and report adherence to contracted SLA’s (10%)
• Manage two additional team members.

What we're looking for

• 10+ years relevant experience with comprehensive understanding of customer agreements and program requirements
• Identifies root causes and leads issue resolution with minimal supervision.
• Manages program documentation, reporting, and service level tracking
• Collaborates with clients and internal teams for continuous improvement
• Oversees financial management and compliance with governance and regulatory requirements
• Manages scope changes and ensures adherence to change control processes
• Excellent communication skills for presentations and facilitating group interactions
• Strong problem-solving ability and decision-making skills
• Demonstrates leadership, adaptability, and organizational skillsWillingness to travel and interact effectively across diverse identities.

Working Conditions

Consistent non-standard work or overtime as business requires.

On-call availability required as necessary.

Professional, office environment.

Remote / Work-from-home.

Frequent Travel Required (25-50%).

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.