Service Delivery & Supplier Manager

About the role

As Service Delivery & Supplier Manager, you'll own the end-to-end service lifecycle for our D3 and OMS platforms — from solution validation through onboarding, transition, go-live, and business-as-usual.

You'll govern service levels and delivery performance globally, define and continuously improve our service delivery framework and governance structures, and own supplier and technology procurement end to end — from sourcing and negotiation through contract lifecycle, renewals, and cost optimization.

You'll work closely with Product, Engineering, Legal, and Customer Success to keep our services and supplier relationships running smoothly, while also shaping the frameworks, governance, and processes that let this function scale as we grow. You'll be the person who ensures service levels are met, escalations are handled with structure, and supplier and procurement decisions serve both commercial and operational goals.

This role suits someone who's comfortable moving between governance, operations, and commercial negotiation, and who enjoys owning things end-to-end.

• Own the end-to-end service lifecycle from solution validation through onboarding, transition, go-live, and BAU, ensuring reliable delivery within a multi-vendor SaaS ecosystem.
• Lead service delivery and performance management for D3 platforms, ensuring agreed levels of availability, resilience, stability, and service quality across global environments.
• Define and continuously improve the service delivery framework, governance structures, and delivery processes, ensuring effective integration with incident, problem, change, and release management processes.
• Govern Service Level Management (SLAs, KPIs, OLAs), including performance monitoring, reporting, escalations, and continuous improvement across clients, internal teams, and external providers.
• Attend customer service reviews, governance forums, and service-related escalations and integrate outcomes into the existing processes.
• Own operational supplier and outsourcing management, including supplier governance, performance management, escalations, remediation, and continuous improvement.
• Own technology procurement and commercial supplier management, including sourcing, supplier selection, negotiations, contract lifecycle and renewals, and cost optimization.
• Ensure service delivery and supplier operations adhere to applicable risk, compliance, information security, and audit requirements, maintaining required controls and evidence while supporting the responsible oversight functions.
• Drive continuous improvement and evolution of the service delivery and supplier management operating model, leveraging cross-client and operational insights to support scalability, automation, and business growth.

• Several years of experience in service delivery, service management, or IT operations, ideally within a SaaS or enterprise software environment.
• Proven experience owning supplier and vendor management end to end — governance, performance management, escalations, and remediation.
• Experience with technology procurement and commercial contract management, including sourcing, negotiation, contract lifecycle, and cost optimization.
• Working knowledge of service management practices such as incident, problem, change, and release management.
• Experience defining and governing SLAs, KPIs, and OLAs, with a track record of turning performance data into action.
• Comfortable engaging directly with clients and stakeholders in governance forums, service reviews, and escalations.
• Familiarity with risk, compliance, information security, and audit requirements in a regulated or enterprise environment.
• Strong analytical and process-improvement mindset, with…