Vacancy Description
The Service Delivery Manager is accountable for end-to-end service performance , ensuring that all services are delivered in line with agreed scope, KPIs and governance standards. The role provides performance oversight across all service towers , driving SLA achievement, supplier accountability and continuous service improvement.
Key Logistics
- Duration: approx. 9-12 months
Key Responsibilities
Service Performance Management
- Own overall service performance across TSA workstreams
- Track KPIs and SLAs, identifying trends, risks and areas of under-performance
- Drive recovery plans where performance targets are at risk
- Ensure consistent service delivery aligned to TSA scope and priorities
SLA & KPI Governance
- Define, baseline and maintain the TSA KPI / SLA framework
- Ensure accurate measurement, reporting and interpretation of KPIs
- Challenge an...
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