Service Delivery Manager Job at Microsoft Corporation (Dublin)

Job Description

This is an opportunity to step into a high-impact role at the center of service delivery, governance, and operational resilience for MIPSL (Microsoft Ireland Payment Services Limited), a newly created and regulated payment services provider based in Dublin, Ireland. The Service Delivery Manager will help shape how critical outsourced services are governed and improved, working across business, compliance, procurement, legal, and supplier partners to ensure performance, risk management, and regulatory alignment. It is a role for someone who enjoys building structure, driving continuous improvement, and adopting AI-enabled capabilities to improve efficiency, control, and service outcomes in a fast-evolving environment. Microsoft’s mission is to empower every person and every organisation on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others, and collaborate to realise our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Job Responsibility

The Service Delivery Manager leads oversight of outsourced service delivery for MIPSL, ensuring providers perform in line with contractual obligations, KPIs, SLAs, regulatory requirements, and internal governance standards
The role provides clear visibility into service performance, drives structured vendor reviews, and prepares decision-ready updates that highlight performance trends, risks, dependencies, and recommended actions
The role owns identification, escalation, and follow-through for service delivery risks, incidents, provider failures, and contractual concerns
It works across vendors, process owners, and governance stakeholders to ensure issues are investigated, documented, tracked to resolution, and escalated appropriately, including to the Outsourcing Committee when governance attention or decision-making is required
The Service Delivery Manager supports the full outsourcing lifecycle, including provider evaluation, due diligence, criticality assessment, onboarding, contract change activity, and ongoing sub-outsourcing oversight
The role partners closely with procurement, legal, compliance, and business stakeholders to ensure outsourced arrangements are governed effectively and contractual provisions meet regulatory and operational requirements
The role strengthens operational resilience and governance discipline by supporting continuity, exit, and contingency planning, maintaining high-quality outsourcing records, and enabling timely audit and regulatory support
The Service Delivery Manager also helps improve control effectiveness and service outcomes through disciplined documentation, process improvement, and adoption of scalable ways of working, including AI-enabled capabilities where appropriate

Requirements

Master's/Bachelor's Degree in Business, or related field AND operations, program management, process management or related experience OR equivalent experience
Understanding of outsourcing governance and outsourced service delivery in a regulated environment
Experience in vendor and/or service provider management covering performance, sourcing, due diligence, and risk assessment, alongside incident management, escalation handling, operational resilience, and risk-based issue resolution

Nice to have

Experience preparing governance updates, risk summaries, decision papers, audit evidence, or regulatory support materials
Practical experience with incident management, remediation tracking, control updates, or service improvement actions
Experience managing records and documentation related to outsourcing, contracts, suppliers, risk, or governance
Working knowledge of contracts, SLAs, KPIs, purchase orders, invoicing, and related service governance processes
Ability to manage cross-functional stakeholders, navigate ambiguity, and drive clarity and alignment
Process design, operating model, and continuous improvement skills, including practical adoption of AI-enabled capabilities
Demonstrated judgment, communication, prioritization, and documentation skills

Microsoft Corporation - All Job Offers

Select Country

Service Delivery Manager

Job Description

Job Responsibility

Requirements

Nice to have

Looking for more opportunities?