You oversee service delivery and incident management, ensuring compliance with performance metrics while collaborating with teams to optimize client savings and effectively address risks.
Anforderungen
- •Profound background in service/project delivery
- •Excellent understanding of indirect procurement
- •Profound project management skills
- •Experience with large multinational organizations
- •Strong analytical aptitude with critical-thinking mindset
- •Excellent interpersonal skills with client-oriented mindset
- •Excellent stakeholder-management skills
- •Strong leadership skills in cross-functional teams
- •Fluent in English and German
Deine Aufgaben
- •Manage operational service delivery against SLAs/KPIs.
- •Coordinate among internal teams and client stakeholders.
- •Act as primary contact for service incidents.
- •Proactively identify and address performance issues.
- •Lead performance metric reviews and compliance forums.
- •Prepare account performance reviews.
- •Ensure adherence to procurement policies and regulations.
- •Address and mitigate risks and escalations promptly.
- •Serve as subject matter expert on client savings.
- •Monitor and report on cost optimization initiatives.
- •Collaborate with Global Client Engagement Management team.
Deine Vorteile
First-class benefits package
Original Beschreibung
# Title: Global Service Delivery Manager
Location:
Zürich, CH
Date:
Jun 23, 2025
**About the Role:**
As a Global Service Delivery Manager, you will report to the Head of Managed Services (GEB Member) and play a key role in driving the indirect procurement service delivery towards a major Chain IQ client. You will be working in close partnership with the Chain IQ Global Client Engagement team as well as with mid-senior and top executives of the client. We welcome candidates from the professional services industry.
**Key Responsibilities:**
* **Service Delivery & Coordination:** Manage overall operational services delivery against SLAs/KPIs; coordinate among internal teams and client stakeholders.
* **Critical Incidents Management:** Act as primary entry point for service incidents and performance issues. Proactively identify & address potential roadblocks next to service delivery improvement opportunities.
* **Governance & Reporting:** General oversight on service delivery results. Concretely, lead performance metric reviews, compliance and category-specific governance forums, and prepare account performance reviews.
* **Risk & Opportunity Management:** Ensure adherence to procurement policies, regulatory requirements and client specific guidelines. Proactively address and mitigate risks, incidents and escalations promptly.
* **Subject matter expert on client savings:** Serve as SME for savings queries, monitoring and reporting on cost optimization initiatives.
* **Strategic Partnership:** Collaborate closely with the Global Client Engagement Management team to align delivery with account strategy.
**Your profile:**
* Profound background in service/project delivery, client operations or strategy consulting — preferably with existing exposure to financial services.
* Excellent understanding of (indirect) procurement.
* Profound project management skills with the ability to remain calm under pressure.
* Experience working with large, multinational organizations (B2B preferred).
* Strong analytical aptitude with a critical-thinking mindset; proficient in performance‑reporting tools and KPI dashboards (e.g., Power BI, Excel).
* Excellent interpersonal skills with a solution-and client-orientated mindset combined with the ability to work effectively in a fast-paced, deadline driven and rapidly changing environment.
* Excellent stakeholder‑management skills with proven ability to engage senior client and internal leadership.
* Strong leadership skills and a proven ability to work effectively in a cross-functional and cross-cultural teams.
* Fluent in English and German. Knowledge of additional languages is an advantage.