Global Service Delivery & Supplier Manager (SaaS)

Personio; Northern (KY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

30 days annual leave

€1,000 yearly development budget

Job summary

Personio seeks an experienced Service Delivery & Supplier Manager to own the end-to-end service lifecycle for D3 and OMS platforms, from validation to BAU. You will oversee supplier governance, procurement, and cost optimization across global environments, partnering with Product, Engineering, Legal, and Customer Success to scale operations.

You will drive SLAs, incident response, and continuous improvement, balancing governance with commercial negotiation and risk management.

Qualifications

• Several years of experience in service delivery, service management, or IT operations.
• Proven experience owning supplier and vendor management end to end — governance, performance management, escalations, and remediation.
• Experience with technology procurement and contract management, including sourcing, negotiations, contract lifecycle, and cost optimization.
• Working knowledge of incident, problem, change, and release management.
• Experience defining and governing SLAs, KPIs, and OLAs, with a track record of turning performance data into action.
• Comfortable engaging directly with clients and stakeholders in governance forums, service reviews, and escalations.
• Familiarity with risk, compliance, information security, and audit requirements in a regulated or enterprise environment.
• Strong analytical and process-improvement mindset, with experience evolving service and supplier operating models at scale.
• Fluency in English is required.

Responsibilities

• Own the end-to-end service lifecycle from solution validation through onboarding, transition, go-live, and BAU, ensuring reliable delivery within a multi-vendor SaaS ecosystem.
• Lead service delivery and performance management for D3 platforms, ensuring agreed levels of availability, resilience, stability, and service quality across global environments.
• Define and continuously improve the service delivery framework, governance structures, and delivery processes, ensuring effective integration with incident, problem, change, and release management processes.
• Govern Service Level Management (SLAs, KPIs, OLAs), including performance monitoring, reporting, escalations, and continuous improvement across clients, internal teams, and external providers.
• Attend customer service reviews, governance forums, and service-related escalations and integrate outcomes into the existing processes.
• Own operational supplier and outsourcing management, including supplier governance, performance management, escalations, remediation, and continuous improvement.
• Own technology procurement and commercial supplier management, including sourcing, supplier selection, negotiations, contract lifecycle and renewals, and cost optimization.
• Ensure service delivery and supplier operations adhere to applicable risk, compliance, information security, and audit requirements, maintaining required controls and evidence while supporting the responsible oversight functions.
• Drive continuous improvement and evolution of the service delivery and supplier management operating model, leveraging cross-client and operational insights to support scalability, automation, and business growth.

Skills

Service delivery management

Supplier management

IT operations

SaaS experience

Governance

Contract management

Negotiation

Risk & compliance

Stakeholder management

English fluency

Tools

Jira/Confluence

Job description

Personio seeks an experienced Service Delivery & Supplier Manager to own the end-to-end service lifecycle for D3 and OMS platforms, from validation to BAU. You will oversee supplier governance, procurement, and cost optimization across global environments, partnering with Product, Engineering, Legal, and Customer Success to scale operations.

You will drive SLAs, incident response, and continuous improvement, balancing governance with commercial negotiation and risk management.