Service Delivery Manager

Job description

RaceTrac Company Overview Job Description: The Service Delivery Manager is accountable for end-to-end service delivery operations, ensuring work is executed efficiently, consistently, and in alignment with defined quality, process, and compliance standards. This role will oversee vendor‑provided Level 1 Helpdesk and Field Break-Fix operations, ensuring consistent support quality and timely resolution for store and field users. Ensuring effective triage, dispatch, and escalation between L1 Helpdesk, Field Service technicians, and internal resolver groups. This role leads to the vendor’s performance across process adherence, quality, equipment logistics, supply chain coordination, and timely resolution of assigned work. The Service Delivery Manager partners closely with internal stakeholders and external vendors to drive operational excellence, scalability, and continuous improvement. What You'll Do: Vendor Compliance & Governance Manage vendor performance and compliance across process, quality, and service delivery standards, ensuring adherence to defined SLAs, KPIs, and contractual requirements. Oversee vendor execution related to equipment logistics and supply chain coordination....