Undelucram.ro on behalf of:
Adecco Romania
Adecco is currently seeking a Service Delivery Manager for its client, a leading global music entertainment company. Operating across multiple international markets, the organization manages a complex network of business operations and shared services, supporting a broad portfolio of artists, labels, and digital entertainment platforms.

• 7+ years of experience in Service Delivery Management, Finance Operations, Shared Services, or Business Process Outsourcing (BPO).
• Experience managing outsourced finance services such as Procure-to-Pay (P2P), Order-to-Cash (O2C), Record-to-Report (R2R) or any two of them
• Strong understanding of service governance frameworks, KPIs, SLAs, and operations delivery obligations
• Experience leading vendor performance reviews and stakeholder governance forums
• Proven ability to manage complex stakeholder relationships across multiple geographies
  

In their role, the SDM assures that the key areas of service delivery management are covered by:

• Internal Customer Delivery Quality, Satisfaction and Governance
• SLA and KPI adherence and service delivery as per contract
• Compliance, Security and Risk Management
  

The personal abilities which would recommend the ideal candidate for this position are efficient communication skills, both written and spoken, flexibility, goal and results orientation, integrity and stress handling.
The Service Delivery Manager is responsible for overseeing the performance and governance of the organization's outsourced finance operations provider. The role ensures contractual obligations, SLAs, KPIS, compliance requirements and operational commitments are consistently achieved while maintaining strong relationships between offshore delivery teams and internal stakeholders.

• Monitor and govern the outsourcing provider's performance against agreed SLAs, KPIs and contractual commitments
• Facilitate effective collaboration between onshore and offshore teams.
• Serve as the first escalation point for operational and service delivery issues
• Conduct regular service reviews and performance assessments
• Analyze operational metrics, identify trends, and address service gaps.
• Perform Root Cause Analysis - Where performance gaps exist develop and execute remediation plans in agreement with line management
• Follow up on the recommended action points and coordinate with the internal and external stakeholders until completion
• Track and report service performance to senior management
• Identify opportunities to improve service quality, efficiency and customer experience.
• Ensure lessons learned are captured and implemented
• Monitor provider workforce stability, including attrition, retention, succession planning, and effective training
• Review knowledge management and transition readiness activities
• Support internal audits involving outsourced finance processes

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