Note: The job is a remote job and is open to candidates in USA. AspireHR is seeking a highly organized and results-driven Service Delivery Manager to oversee the delivery of outsourced services to their clients. This role involves managing vendor relationships, ensuring service levels are met, and driving continuous improvement while maintaining high customer satisfaction.
Responsibilities
- Oversee the end-to-end delivery of outsourced services, ensuring alignment with contractual obligations and Service Level Agreements (SLAs)
- Act as the escalation point for any service delivery issues and coordinate resolution efforts with internal teams and the outsourced partner
- Monitor and report on the overall health of the service engagement through regular updates to stakeholders
- Ongoing management of support tickets (cases) to ensure client concerns/questions are being addressed appropriately and timely
- Hosting regular conversations with technology consultants to align on client-specific support strategy and coordinate upcoming support activities
- Continually analyze engagements for quantitative and qualitative value added for the client and for AspireHR; report these findings
- Build and maintain strong relationships with the client, acting as their advocate within the organization
- Facilitate regular client meetings to discuss performance, gather feedback, and review future requirements
- Understand the client's strategic goals and ensure the outsourced services align with their objectives
- Identify and implement initiatives to improve the quality, efficiency, and value of the outsourced services
- Stay up-to-date with industry best practices and emerging trends in outsourcing and service delivery
- Foster a culture of innovation and collaboration between internal teams and the client
Skills
- Bachelor's degree in Business Administration, Information Technology, or a related field
- Proven experience in service delivery management, outsourcing, or vendor management
- Proven experience working with SAP SuccessFactors on either client side or service provider side
- Excellent communication, negotiation, and interpersonal skills
- Analytical mindset with the ability to interpret data and generate actionable insights
- Ability to work in a fast-paced, dynamic environment with competing priorities
- Client-focused mindset with a strong commitment to delivering value
- Exceptional problem-solving and decision-making abilities
- Proactive, adaptable, and resourceful
- Comfortable creating, editing, and reporting on client information/billing elements in Salesforce/Kantata
- Able to work with the full suite of Microsoft 365 products
- Administrative-level understanding of SAP's HCM suite of products
- Knowledgeable about SAP's yearly calendar and/or potential disruptive events or opportunities
- Master's degree is a plus
- Proficiency in project management tools and methodologies is desirable
- Strong proficiency in Salesforce/Kantata
Benefits
- This role is remote for candidates located outside the Dallas, TX area.
- For candidates based in the Dallas area, the position follows a hybrid schedule.
Company Overview