Service Delivery / Vendor Operations l 12-month contract l Up to $4.5K

Responsibilities • Oversee the day-to-day supervision and governance of the outsourcing arrangement, supporting the Service Delivery Manager (SDM) to ensure performance standards are consistently met by the outsourced service provider and its subcontractors in accordance with the Service Level Agreement (SLA) • Follow up on user enquiries and customer complaints related to the outsourced services, ensuring timely resolution • Collaborate with internal stakeholders to understand business and customer needs, and recommend solutions to enhance existing operations or support new initiatives • Monitor and track performance against SLAs, as well as cost and budget targets • Support invoice validation, processing, and settlement related to outsourcing agreements • Review operational processes to identify opportunities for improvement and enhance risk controls • Provide operational support to business units (BUs) for new initiatives and projects Requirements • Demonstrated critical thinking with the ability to identify risks and recommend process improvements • Excellent interpersonal and communication skills, with the ability to engage effectively with stakeholders at all levels and external partners • Effective relationship-building and influencing skills • High level of service orientation, professional work ethic, and ability to prioritize tasks while managing internal stakeholders’ expectations • Well-organized with excellent attention to detail