Supplier Service Delivery Manager at Informa

New Delhi, delhi, India -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Process Custodian, KPI Reporting, Process Improvement, Quality Checks, Audits, Customer Focus, Change Management, Stakeholder Communication, Supplier Governance, Budget Management, Data Analysis, Project Management, Coaching, Mentoring, Decision Making

Industry

Information Services

Description

Company Description Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential. Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you. What we offer in return: 30 days annual leave 4 volunteering days annually Day off for your birthday Pension contributions Medical insurance for self and dependents; life cover and personal accident cover for self Training and development Employee Assistance Programme – offering 24/7 well-being support Share Match – Plan that matches every share purchased with two free shares Seasonal social and charitable events Job Description Overall Role Summary Works with the suppliers to set and manage service delivery expectations for specific services. Works with the suppliers and the internal teams on a day-to-day basis ensure services are delivered against the expectations. Oversees and manages the supplier delivery governance from the delivery perspective for specific services. Key Accountabilities Process Custodian Work with the internal process teams and supplier staffs to create, maintain and control process documentation. Develop a detailed knowledge of how supplier processes work to collaborate on problem solving, defect management and share best practices. Service Delivery Management Make sure that the operations are smooth running with no surprises, KPIs are delivered and are at satisfactory levels. Ensure that the suppliers operate within the budgets and service expectations (SLAs and contracts). Conduct regular operational reviews with the supplier operations teams to make sure that the KPIs are delivered. Manage capacity issues and forecasting. Process supplier invoices and control costs. KPI / Reporting Accurate reporting, oversight of data governance, providing reports for different audiences. Ensure KPI reports capture right metrics, delivered on time and enable managerial decision. Determine, define, track, and improve the goals and KPIs. Communicate the requirements with the internal Business Intelligence (BI) teams and supplier account management teams. Monitor direct actual costs effectively against budget on agreed reporting cycles Process Improvement Works together with the suppliers and internal staff to identify the KPI variances and identify actions to improve. Owns and manages the upstream feedback process and ensures that the actions are implemented. Training and Quality Work with the suppliers and internal teams to identify training requirements and to train the staff. Monitoring and managing supplier and staff performance and providing constructive feedback to ensure high quality outputs. Ensure that the suppliers deploy quality staff to manage the process and the staff are fully capable of managing the process. Conduct periodic quality checks and audits on the supplier staffs. Customer Focus Ensures customer complaints are properly resolved within stipulated time frame. Owns and manages the upstream feedback process and ensures that the actions are implemented. Scaleup and Change Management Work with procurement on new supplier engagement and supplier dis-engagement processes. Work with the suppliers to manage the ramping up of volumes due to addition of titles, scope improvements, etc. Work with the internal teams and the supplier teams to support implementing the business process changes. Stakeholder Communication and Management Build relationships with the key suppliers and internal stakeholders to assist effective partnership on the delivery level. Work closely with the supplier account managers and T&F internal teams such as GPR and procurement to enable smooth delivery of agreed services. Conduct weekly operational reviews with the suppliers involving the internal and external stakeholders at the right levels. Representing the work of the team across the business. Look for compliance issues and report to the relevant internal supplier management and business stakeholders. Qualifications Awareness and knowledge about key trends in the scholarly publishing and publishing services industries. Prior experience on STM journals’ editorial process, e.g., reviewer selection, editorial office management, etc. is preferable. Experience of working with external suppliers and partners. Experience of setting and managing budgets and financial reporting. Proven project management skills, understanding of project planning and stakeholder management and knowledge of relevant tools. Experience of coaching, mentoring, and adapting to others’ learning styles Demonstrated experience of data analysis and experience of working with large datasets. Skills and Behaviours Required Ability to drive improvements based on data analysis and evidence-based learning. Exceptional organization skills and confidence in completing multiple tasks to deadlines. Excellent communication (oral and written) and interpersonal skills. Active persuasion and influencing skills, with a desire to create positive outcomes. Empathy for one’s team and commitment to team building. Ability to deliver results. Commitment to excellent customer service. Proactive and analytical approach to solution finding and decision making. Demonstrated ability to make decisions. Openness, ability to embrace change and commitment to continuous improvement. Belief in continuous improvement. Self-driven and enthusiastic, taking initiative, willingness to challenge and provide evidence-based argument for change. Be literate and numerate. Additional Information We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at conference – you get the flexibility and support to work from home or remotely. The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our Delhi office to ensure that as a balanced worker they can make it to our office location to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time. Applications are shortlisted on a rolling basis and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity. Closing date: Thursday 12th March 2026 Taylor & Francis Group an Informa Business We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact [email protected] Being Yourself at Taylor & Francis: If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor. If you have a disability, or face another barrier, and would like to request an adjustment to assist your participation in the hiring process and/or in the advertised position, please contact [email protected]. Your request will be reviewed and considered in the strictest confidence. We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F. We would like to thank all applicants in advance and regret that only shortlisted candidates will be notified.

Responsibilities

This role involves setting and managing service delivery expectations with suppliers, ensuring day-to-day services meet these expectations, and overseeing supplier delivery governance from a delivery perspective for specific services. Key accountabilities include acting as a process custodian, managing service delivery operations, ensuring accurate KPI reporting, driving process improvements, and managing supplier performance and quality.