The Service Delivery Manager is responsible for managing end-to-end accounts payable operations while ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Continuous Process Improvement (CPI) standards.
The role involves operational oversight, stakeholder management, people leadership, and customer engagement to ensure high-quality service delivery.Key Responsibilities
Ensure adherence to baseline values for all Service Level Agreements (SLAs), KPIs, and CPI metrics.
Review and manage the team's day-to-day activities, including invoicing, payments, vendor queries, dispute resolution, audit requests, analysis, and other accounts payable–related tasks.
Manage process timelines and ensure timely communication and completion of deliverables in line with agreed deadlines.Collaborate with the Business Accounting team and internal partners to resolve operational and accounting issues.
Lead and coordinate with multiple internal and external stakeholders to ensure smooth process execution.
Support metrics tracking, analysis, and reporting for the relevant accounts payable processes.
Perform people management responsibilities, including hiring, team onboarding, creating structured learning paths, and acting as an operations mentor for the team.
Manage customer relationships by interacting with clients on service delivery topics, contract and billing matters, continuous improvement initiatives, and scope expansion opportunities.
Required Skills & QualificationsBachelor's degree in Finance, Accounting, Business Administration, or a related field.
Strong experience in accounts payable operations and process management.
Proven people management and team leadership experience.
Strong understanding of SLA/KPI management and performance reporting.
Excellent communication and stakeholder management skills.
Ability to manage multiple priorities and work effectively under deadlines.
Client-facing experience and continuous improvement exposure are preferred.
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