Service Delivery Manager

Make a Difference in YOUR Career!

Our vision is both simple and ambitious: to put our drinks on every table.

We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.

Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative. We seek out new challenges and conquer them. This is our company ethos, but it’s our people’s too:
Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.

Stop and think: how would YOU put our drinks on every table?

Position Description

Position Description
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.

Essential Functions:
● 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 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. The Service Delivery Manager implements and operates a structured governance model, including a defined cadence of operational, tactical, and executive service reviews. They address performance gaps through corrective action plans and enforce 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 commitments.

● Partner Delivery Process Ownership; The Service Delivery Manager serves is responsible for designing, standardizing, and continuously improving the 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…