Senior Service Delivery Manager

The Senior Service Delivery Manager is responsible for driving delivery excellence, service management, governance, and operational execution across the Supply Chain Technologies portfolio. Acting as a trusted partner to the Director, the role ensures successful delivery of projects, services, customer implementations, vendor engagements, and strategic initiatives across IMS, Lead Logistics, SCO, and related technology platforms.

What you'll do

• Lead delivery governance across projects, services, implementations, and transformation initiatives
• Drive portfolio planning, reporting, risk management, resource planning, capacity management, and financial oversight
• Coordinate global cross-functional teams across business, IT, infrastructure, operations, customers, and vendors
• Ensure service performance, operational stability, continuous improvement, and adherence to SLA/KPI targets
• Manage strategic vendors, contracts, licensing, and service provider performance
• Support customer onboarding, migrations, operational readiness, and business transformation initiatives
• Act as a senior escalation point for delivery, service, and operational issues
• Prepare executive reporting and provide leadership support to the Director
• Ensure compliance with IT governance, security, infrastructure, audit, and regulatory requirements

What we're looking for

• 8+ years of experience in IT service delivery, program management, technology operations, or supply chain technologies
• Proven experience leading global, cross-functional teams and managing complex multi-vendor environments
• Strong experience in service management, portfolio governance, resource planning, capacity management, and financial management
• Experience managing customer implementations and technology-enabled business transformations
• Strong understanding of enterprise applications, infrastructure services, cloud technologies, and IT operational processes
• Experience working within regulated and compliance-driven environments
• Healthcare, pharmaceutical, life sciences, or other regulated industry experience preferred
• ITIL, PMP, PRINCE2, Agile, or equivalent certifications preferred
• Strong leadership, communication, and stakeholder management skills
• Structured, analytical, and results-oriented
• Strong problem-solving and decision-making capabilities
• Able to operate effectively in a global, matrix organization

Success measures

• Predictable delivery of projects, services, and customer implementations
• High service performance, operational stability, and compliance adherence
• Effective resource utilization and vendor accountability
• Strong stakeholder satisfaction and business partnership
• Reliable operational and strategic support to the Director