Service Delivery Manager opportunity working in CTM's Global Operations team.
About CTM
Corporate Travel Management (CTM) is a global leader in business travel management services. We drive savings, efficiency, safety and sustainability to businesses and their travelers in every corner of the world. Its proven business strategy combines personalised service excellence with client-facing technology solutions to deliver a return on investment to clients.
CTM was founded in 1994 in Brisbane, and today is one of the largest travel management companies in the world!
About the Role
The Service Delivery Manager – Global Operations will manage service across CTM’s key 3rd party service providers. This role will be accountable for embedding vendor governance frameworks, uplifting vendor service performance and reporting, and building sustainable vendor-management capability within the global group. This is a hands-on, enterprise-wide role combining vendor management, process ownership, governance design and change leadership.
Responsibilities and Duties
· Embed best practice governance frameworks for third party service providers, including:
o SLAs and service credit regimes
o Issue escalation and change control
o Governance forums
o Business continuity planning
o Communications channels and performance transparency
o Policy compliance, document management, and SOP standards
· Act as the single point of accountability for 3rd party service provider performance within relevant business functions
· Partner with regional process owners to assess and prioritise vendor-led improvements across business processes, including finance processes, with a strong focus on strengthening process control and productivity.
· Develop and embed vendor-management capability within the global group.
· Establish performance metrics, dashboards, and reporting to drive transparency and accountability
· Support cultural integration and engagement across teams, including two-way communication and recognition of strong performance
· Lead a structured handover to BAU teams once service delivery stability and maturity are achieved.
Knowledge, Skills and Abilities
· 8–12+ years’ experience in vendor management, shared services, GBS or BPO service delivery
· Demonstrated experience managing and strengthening 3rd-party service delivery
· Strong understanding of business processes
· Proven capability designing and implementing:
o SLAs, KPIs, and service credit regimes
o Governance frameworks and escalation models
o Performance and operational reporting.
· Experience working closely with senior stakeholders across multiple regions
· Strong change management and stakeholder engagement skills
· Appropriate tertiary/professional qualifications.
Desirable
· Prior experience in a Business Transformation, GBS Centre of Excellence, or enterprise vendor-management role
· Exposure to control frameworks, risk management, or audit environments
· Experience designing governance and performance frameworks for 3rd party service providers
Indicative Seniority & Market Positioning
· Level: Manager / Senior Manager
· Reporting line – Global Head of Business Transformation/Global Operations
Why CTM?
CTM offer a strong, established, and sustainable work environment which will support your career development and wellbeing.
As a global organization CTM offers a range of employee benefits that you can access, including;