Service Delivery Manager

Corporate Office Tampa, Tampa, FL 33614, USA

We are seeking a highly accountable and process-driven Service Delivery Manager to provide technical leadership across Digital IT Services, with responsibility for vendor performance, contract governance, and internal service delivery processes.

This role is both a process owner and delivery leader, requiring the ability to design and continuously improve service management processes, foster cross-functional collaboration, and instill a world-class customer service mindset across internal teams and third-party providers.

The Service Delivery Manager will ensure stability, performance, cost control, and continuous improvement across SAP and manufacturing-related systems while serving as the primary escalation and governance authority for service operations.

Experience in manufacturing environments and SAP landscapes is strongly preferred.

• End-to-End Service Delivery Leadership; Responsible for identifying business and operational needs and ensuring the successful delivery through the partner, aligned with organizational priorities. This includes proactively driving initiatives that improve service quality and reduce operational costs. A strong emphasis is placed on fostering a customer-first culture, ensuring that both internal teams and external providers operate with accountability, transparency, and a commitment to delivering world-class service outcomes.
• Vendor & Contract Governance; This role serves as the primary point of accountability for third-party service providers and is responsible for managing vendor performance against established SLAs, KPIs, and contractual obligations. The Service Delivery Manager implements and operates a structured governance model, including a defined cadence of operational, tactical, and executive service reviews. They ensure compliance with contract terms, address performance gaps through corrective action plans, and enforce contractual remedies when necessary.
  
  In addition, the role oversees commercial governance, including scope management, change orders, renewals, financial oversight, and invoice validation to ensure alignment between delivered services and contractual commitments.
• Partner Delivery Process Ownership; The Service Delivery Manager serves is responsible for designing, standardizing, and continuously improving IT Catalog and Enhancement processes in partnership with the Run & Sustain Leader to ensure consistency, efficiency, and global alignment. The individual acts as the escalation point for process deviations, aging requests, and systemic service breakdowns, actively working to remove impediments and restore performance standards.
• SLA, KPI & Operational Performance Management; A core responsibility of this role is the proactive management of SLAs and KPIs for both internal teams and external service providers. The Service Delivery Manager monitors operational metrics to identify trends, systemic issues, risks, and opportunities for service enhancement. Through structured analysis and reporting, they drive data-informed decision-making and continuous improvement initiatives. This includes maintaining performance dashboards, delivering executive-level reporting, and ensuring that service targets are aligned with business requirements, particularly those impacting manufacturing operations and production continuity.
• Internal Demand & Process Governance; This role oversees the internal processes that generate and prioritize the body of work delivered by the service organization and its providers. The Service Delivery Manager ensures structured intake, prioritization, and transparency of workload and capacity planning. They drive improvements in requirements clarity and readiness before work is transitioned to vendors, minimizing rework and scope ambiguity.
  
  Additionally, the role establishes governance mechanisms that align demand with strategic priorities, prevent uncontrolled scope expansion, and ensure efficient utilization of resources while maintaining financial discipline.

• Bachelor’s or master’s degree in business administration;…