Job Overview
We are seeking an experienced Service Delivery Manager to oversee vendor maintenance and management for our critical technology partners that support our payment processing operations.
The successful candidate will be responsible for ensuring all vendor-delivered service maintenance is effectively managed in a planned way, assuring our overall service availability.
* Main Responsibilities:
* Act as the single point of accountability for vendor maintenance scheduling, and operational issues.
* Manage and coordinate planned maintenance windows and system upgrades with vendors to minimize impact on payment services.
* Monitor and report on vendor SLAs, OLAs, and KPIs, ensuring contractual commitments are met.
* Trend Analysis and Improvement:
* Identify trends, manage risks, and areas for improvement.
* Ensure vendors comply with regulatory and security requirements.
* Collaboration and Governance:
* Work closely with Incident and Change Management teams to coordinate vendor participation in major incidents, root cause analysis (RCA), and post-incident reviews.
* Maintain accurate vendor documentation, including runbooks, contact lists, escalation paths, and maintenance calendars.
* Performance Evaluation and Improvement:
* Evaluate vendor performance and escalate underperformance issues to senior management.
* Drive resolution through formal vendor governance processes.
* Partner with procurement, risk, and compliance teams to support vendor risk assessments and audits.
* Continuous Improvement:
* Contribute to continuous improvement initiatives, ensuring vendor performance aligns with business growth and resilience objectives.