Manager, Service Delivery

The Manager, Service Delivery serves as the primary day-to-day delivery contact for our client's Global Restaurant Development & Equipment (GRDE) client coordinating supplier performance reporting, managing digital tool performance, preparing supplier review materials, tracking action, and surfacing risks and decisions. The role works across our client’s stakeholders, external suppliers, and cross-functional teams to deliver accurate, timely, and well-documented support, surface risks and decisions, and continually improve supplier adoption, data quality, and self-service of SRM tools while preserving GRDE ownership of strategic, and supplier-management decisions.

Operating as an augmentation of our QSR client's Global Equipment team, the Project Manager, Global Equipment role partners with the GRDE customers and will require onsite part-time presence at the client's office in Chicago.

Responsibilities:

Supplier Enablement

• Build productive working relationships with customer stakeholders, and external suppliers; communicate clearly and professionally across written, verbal, presentation, and facilitation settings.
• Provide new supplier onboarding, training, and ongoing support for GRDE digital tools, systems, and data submissions; facilitate adoption through training sessions, office hours, and self-service resources.
• Monitor supplier adoption, data quality, compliance, and submission timeliness; identify missing or incomplete information, coordinate follow-up, track issues to resolution, and escalate blockers or ownership decisions to the appropriate GRDE or HAVI leader

Business Review Support

• Own the administrative execution and communications supporting annual Supplier Performance Management deployment and related business-review cycles, including collection and organization of data, stakeholder inputs, records, and supporting documentation.
• Track action plans, requests, commitments, due dates, risks, blockers, and completion status; coordinate reminders and follow-up activities and support the orderly handoff of completed work to the appropriate GRDE owner.
• Prepare and maintain presentations, agendas, pre-reads, trackers, meeting materials, repositories, distribution lists, and follow-up documentation for Supplier Performance Management and Supplier Business Reviews.

Performance & Reporting:

• Administer KPI, resiliency, lead-time, savings, and related reporting processes by collecting and consolidating supplier inputs, managing uploads and trackers, validating submission completeness, and providing clear status visibility to Category Leads and stakeholders.

Program Administration:

• Coordinate internal and external meetings, calendars, rooms, logistics, agendas, pre-reads, and leadership scheduling; prepare clear meeting notes and status updates and maintain action-item and decision tracking
• Provide clear visibility to workload, open requests, risks, blockers, upcoming peaks, and escalation needs; support workload prioritization and flex across business cycles and project-based demand as directed.

Requirenmnets:

• Bachelor’s degree in Business Administration, Supply Chain Management, Operations, Project Management, Analytics, or a related discipline; equivalent relevant experience may be considered.
• 3-5 years of relevant experience in service delivery, supplier support, supply chain operations, project coordination, business operations, or a client-facing professional services environment; experience within our client's system strongly preferred.
• Demonstrated experience coordinating work across multiple stakeholders, suppliers, and cross-functional teams in a fast-paced environment with changing priorities and moderate ambiguity.
• Strong written, verbal, listening, presentation, and facilitation skills, with the ability to communicate clear, concise, accurate, and action-oriented information to internal and external audiences.
• Strong organizational, prioritization, and time-management skills, with consistent attention to detail and the ability to maintain multiple trackers, deadlines, recurring activities, and follow-up commitments.
• Analytical and solutions-oriented mindset, with the ability to validate information, identify gaps, use data to support recommendations, and apply structured problem solving to operational issues.
• Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, Outlook, Teams, and SharePoint; intermediate spreadsheet capability is expected. Experience with Power BI or comparable reporting tools is preferred.
• Experience onboarding or training users on digital tools, developing process documentation or training materials, and monitoring adoption, data quality, or compliance is preferred.
• Working knowledge of supplier management, performance/KPI reporting, business-review preparation, lead-time reporting, resiliency, savings tracking, or related supply chain processes is preferred.
• Customer-focused and collaborative approach, with sound judgment, accountability, intellectual curiosity, and the ability to build trust and credibility across organizational levels.
• Ability to work independently within defined role boundaries, seek input when needed, escalate risks and decisions appropriately, and follow through reliably on commitments.
• Continuous-improvement orientation, including willingness to challenge inefficient ways of working, share learnings, support change, and implement approved process or tool enhancements.
• Project management training or certification and experience in food service, retail, equipment, or another multi-supplier environment are a plus.