Service Delivery Manager

Service Delivery Manager

Single Position

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Service Delivery Manager

United States, Nevada, Reno

Job description

Company and benefits

Job number

200062582

Date posted

Oct 30, 2026

Work site

3 days / week in-office

Travel

Less than 25%

Profession

Business Operations

Discipline

Process Management

Role type

Individual Contributor

Employment type

Full-Time

Overview

The Service Delivery Manager (SDM) is accountable for how well vendors deliver across VL operations: quality, speed, cost efficiency, compliance and customer satisfaction. The SDM is the central link between Microsoft, vendor partners, and cross-functional stakeholders. The role moves vendor management from reactive, transactional oversight to a proactive partnership focused on results.

This is an individual contributor role that leads through influence rather than direct authority. At Level 62, the SDM independently runs governance across vendors, sites and time zones. The role covers financial and risk stewardship, continuous improvement, and the responsible use of AI and automation.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more, and we’re dedicated to this mission across every aspect of our company. Our culture is centred on embracing a growth mindset and encouraging teams and leaders to bring their best each day. Join us and help shape the future of the world.

Responsibilities

• Vendor delivery ownership: Own vendor delivery across VL operations against SLAs, KPIs and contract commitments. Provide daily oversight and act as the primary Microsoft escalation point for complex risks and incidents.

• Performance governance: Run weekly, monthly, and executive business reviews using scorecards, trend analysis and action logs. Hold vendors accountable through root cause analysis and corrective and preventive action plans, tracked to closure.

• Insights and reporting: Turn data on quality, productivity, CSAT, throughput, rework, cycle time and backlog into insights leaders can act on. Check vendor-reported data against source systems.

• Financial stewardship: Manage purchase orders and invoices, overtime, accruals, and forecasts. Assess vendor requests for more capacity or investment based on return on investment.

• Capacity and demand: Match vendor capacity, skills, and schedules to forecast demand, especially at peak periods and quarter-end, without losing resilience or cost control.

• Risk, business continuity and compliance: Identify and reduce operational, commercial, security, compliance and customer-impact risks. Maintain workable business continuity and recovery plans, and keep records ready for audit.

• Contracts and vendor lifecycle: Work with Procurement, Legal, Finance and Risk on vendor selection, onboarding, statements of work, contract changes, renewals and remedies. Make sure contract obligations are applied in day-to-day operations.

• Continuous improvement and AI: Reduce waste, rework, defects, and cycle time. Work with Vendor Solutions and engineering to pilot and scale responsible AI and automation, with clear benefits and measurable adoption.

• Change and transitions: Lead vendor onboarding, transitions, process migrations, and readiness for releases, keeping disruption to a minimum.

• Stakeholder leadership: Coordinate across vendors, sales, finance, procurement, legal, risk, engineering, and service design. Explain trade-offs, options and recommendations clearly to senior leaders.

• Embody our culture and values

Qualifications

• Required Qualifications
• Master's Degree in Business Management, or