Position Summary: The Global Service Delivery Manager (SDM) is responsible for ensuring the successful delivery of Direct Travel's global travel management services for strategic customers. Acting as the primary operational contact, the SDM partners closely with Global Account Management, Operations, Technology, Service Excellence and customer stakeholders to deliver a consistent, proactive and high-performing travel program.

For Strategic Programs, Direct Travel will provide dedicated Service Delivery Management resources located in the United Kingdom, United States and Singapore. These regional SDMs will serve as the primary operational contacts for their respective regions, working collaboratively to deliver a seamless, consistent and high-quality service experience across all global markets.

The role combines operational leadership, governance, service performance management, customer engagement and continuous improvement. Success will be measured through customer satisfaction, service stability, operational excellence, program adoption, traveler experience improvements and delivery against strategic business objectives.

The Global Service Delivery Manager will lead operational service delivery across five key areas:

1. Global Customer Service Delivery

• Act as the operational owner of the customer relationship.
• Ensure delivery of services in accordance with contractual obligations, program objectives and agreed service levels.
• Serve as the primary operational liaison between customer stakeholders and Direct Travel operational teams.
• Build trusted relationships that strengthen customer engagement and program performance.
• Champion customer needs across the organization.

2. Operational Performance & Service Excellence

• Monitor, manage and improve service performance across all markets.
• Ensure operational delivery aligns to SLAs, KPIs, policy requirements and program objectives.
• Analyze trends, root causes and performance indicators to drive service improvements.
• Lead resolution of operational issues and service challenges.
• Drive accountability, ownership and operational excellence.

3. Governance & Stakeholder Management

• Lead service reviews, operational governance meetings and performance discussions.
• Provide reporting, insights and recommendations to customers and senior stakeholders.
• Maintain service documentation, governance frameworks and operational procedures.
• Ensure transparency across service performance, risks, actions and improvement initiatives.
• Support strategic planning and business review activities.

4. Continuous Improvement & Program Development

• Identify opportunities to enhance service quality, operational efficiency and traveler experience.
• Support implementation of operational enhancements and approved program changes.
• Promote best-practice adoption across regions and operational teams.
• Drive increased utilization of technology and online capabilities.
• Support long-term program optimization and scalability.

5. Global Service Coordination

• Coordinate resources across regional service centers, global operations teams and technology partners.
• Ensure consistent service standards across all regions.
• Support onboarding of new markets, services and operational capabilities.
• Drive alignment between customer objectives and operational execution.
• Ensure global collaboration delivers a seamless traveler and stakeholder experience.

REQUIRED EXPERIENCE

• 5+ years' experience within corporate travel operations, customer success, service delivery or account management.
• Experience supporting large multinational or global travel programs.
• Strong understanding of travel management company operations and service delivery models.
• Experience managing customer-facing operational governance and service reviews.
• Proven ability to manage complex service issues and escalations.
• Experience working across multiple countries, cultures and time zones.
• Strong stakeholder management and influencing skills.
• Excellent analytical, reporting and problem-solving capability.
• Demonstrated ability to operate effectively within a global matrix organization.

PREFERRED EXPERIENCE

• Experience managing strategic global customer relationships.
• Experience supporting complex global travel programs.
• Experience with Avenir servicing, configuration and operational support.
• Experience supporting travel technology implementations and operational transformation initiatives.
• Experience working within SLA-driven service management environments.
• Exposure to continuous improvement methodologies and operational optimization programs.