We are seeking a highly skilled Senior Service Delivery Manager (SSDM) to lead the implementation and ongoing management of a Retail POS platform, overseeing its transition from project-based deployment to stable, operational performance.This is an exciting opportunity to take ownership of a key service, managing a remote and on-site team to ensure exceptional service delivery and continuous improvement.Key Responsibilities: 1.Service Setup & Launch (Initial Phase): Service Design & Strategy: Create and implement a comprehensive service delivery model, identifying gaps, setting strategic priorities, and ensuring alignment with needs and business objectives.Stakeholder Collaboration: Serve as the primary point of contact for internal and external partners, fostering strong communication and ensuring all expectations are clearly defined and managed during the setup phase.Service Transition Planning: Lead the development of operational readiness plans and guide the transition to steady-state service management, ensuring processes are in place for effective ongoing support.2.Ongoing Service Oversight & Enhancement (Operational Phase): Operational Leadership: Oversee the daily operations, including system support, performance monitoring, and handling updates or enhancements to the platform.Performance Monitoring & Improvements: Continuously evaluate service metrics and identify areas for improvement to ensure alignment with customer expectations and SLA requirements.Application Governance: Provide functional leadership to the internal teams responsible for maintaining and updating the software, ensuring optimal performance and addressing issues promptly.Cross-team Collaboration: Work with teams located across multiple regions, adapting to time zone differences to coordinate efforts effectively.Financial Oversight: Manage budgets and track expenses, ensuring cost efficiency and alignment with customer agreements and internal objectives.Quality Control: Lead efforts to ensure high standards are met by regularly reviewing KPIs, managing risks, and implementing corrective actions when necessary.Required Skills & Experience: Extensive experience in Service Delivery Management, particularly within retail POS systems.Solid background in designing and executing service delivery models, with expertise in Agile methodologies.Strong technical knowledge of IT infrastructure, cloud services, and POS system operations.Proven track record with service management methodologies such as ITIL, PMP, and Agile.Exceptional problem-solving and decision-making capabilities.Strong communication skills, with the ability to manage diverse stakeholders and align team objectives with customer goals.Comfortable working with cross-functional teams in different time zones.If you are an experienced leader with a passion for service management and customer success, we encourage you to apply and become part of an exciting, growth-oriented company.Take the next step in your career with us! #J-18808-Ljbffr