Service Delivery Manager

We are recruiting for a Service Delivery Manager to join the Global Supplier Management team, a specialist function within the Global Production department at Taylor & Francis. In this role, you will lead supplier relationships, drive performance, manage contracts, and contribute to strategic projects that help Taylor & Francis to deliver best‑in‑class customer service for our author communities worldwide.

The successful candidate will join an ambitious team of specialists responsible for ensuring that our supplier partnerships are delivering the best possible level of service for our customers and supporting the department’s strategic and commercial goals. Commitment to quality is important, and the team are guided by Lean principles: continuous improvement, evidence-based decision making, and optimising and clarifying our production operations wherever possible.

The Service Delivery Manager serves as an ambassador between our supplier partners and the wider business, and effective relationships with both are key to success. This role includes working closely with our suppliers to ensure they understand what is expected of them, and that they have the tools and support needed to achieve those expectations. Where needed, the Service Delivery Manager will also be expected to share expertise with those internal stakeholders that work with our suppliers, helping to ensure continued provision of service that is fast, efficient, and of excellent quality, and that any problems that arise are resolved as quickly as possible. What we do and how we do it is constantly changing in the Operations department, and the successful candidate will play a key part in leading or contributing to projects designed to improve or transform how the department delivers for Taylor & Francis.   

What you’ll be doing:

• Performance management of outsourced production suppliers
• Effective administration of suppliers, including processing payments, managing risk and resilience, resolving disputes, and overseeing audits and assessment
• Supporting strategic procurement, onboarding and offboarding of suppliers, and implementing new contracts into the department
• Conducting data analysis and reporting to support performance management and continuous improvement
• Working with internal teams and suppliers to continuously drive value from what we ask of our suppliers and how our suppliers operate
• Helping to develop and implement improvements to our production processes
• Creating and sharing effective standard operating procedures
• Supporting changes to our work with suppliers, including planning content moves between suppliers, stakeholder management and communication of change
• Building effective long-term relationships with colleagues across Taylor & Francis to ensure business needs across different departments are understood and met
• Supporting the Service Delivery Lead and Head of Global Supplier Management in achieving departmental goals
• Occasional overseas travel may be required.