Job Description

Service Delivery Manager
The SDM will focus on operational strategy; execution related to global consolidation, change management and
program optimization to help Firm manage their global travel spend.
Vendor's service delivery Manager role description as follows:

• Engagement Execution: Effectively executes multi-work stream engagements, prioritizes the Firm's

requests and work objectives leveraging appropriate project management methodologies and tools
such as project plans and issue logs. Creates deliverables within Firm-established engagement
scope, quality standards and time frames.

• Problem Solving &Analysis: Develops hypotheses and identifies data to evaluate based on the

Firm's needs. Reviews and validates analyses, develops options/alternatives and creates insightful
recommendations in context of total engagement.

• Communication: Vendor's service delivery manager must display exceptional interpersonal skills,

listening ability and written presentation skills, as well as the ability to deal with ambiguity, and
present/discuss results in a compelling manner. Vendor's service delivery manager must also distill
complex subject matter into key messages for team members and Firm stakeholders.

• Relationship Management: Develops a rich understanding of Firm's organization and dynamics;

builds strong working relationships with all key stakeholders. Leverages Vendor and available industry
tools and solutions to develop best-in-class deliverables and best practices for Firm.
A list of responsibilities for the role of Vendor's service delivery manager is set forth in Exhibit A to this SOW, and
is incorporated here by reference.
The scope of key responsibilities for the service delivery specialist in SINGAPORE include the
following:
Operational Travel Management Support

• Coordinates and supports communications, progress and best practices in executing tactical and operational travel management activities
• Continuously updates travel information on Firm's Intranet and travel Intranet; leverages traveler communication, guidance and support
• Engages with travel arrangers, bookers, key Firm-wide contacts to solicit feedback, identify training
• opportunities, education /best practice sessions
• Supports the implementation of new tools and processes around traveler operations
• Ensures strong focus on improving customer satisfaction working with service providers on contractual performance
• Implements operational initiatives to ensure exceptional servicing levels
• Coordinates all corrective actions validated between Firm and Vendor; controls the resolution processes though partnership with Vendor's service delivery teams
• Monitors and reports on performance targets including customer service level agreements (SLA)
• Manages usage and processing of payments for travel "ghost' card/p-card accounts.
• Develops relationships and manages escalations or issues with third parties, including Third Party Networks (TPN) and visa providers. Additionally, service delivery managers should also actively engage

with third parties that may not have a direct contract with Vendor, i.e. airlines, hotels, private jet providers, OBT provider and GDS.

• Gains access to and uses reporting tools (Firm &Vendor) to develop understanding of travel patterns,

identify opportunities for operational efficiencies and develop insight into feasibility and impact of changes to policy /new initiatives

• Works globally with Vendor's service delivery managers in other regions to ensure global sharing of regional ideas and best practices, ensure global consistency where applicable, and handover issues escalations between regions when the topic is multi-regional

Program Compliance and Demand Management

• Reviews travel policy guidelines to assess travelers' compliance in all spend categories
• Provides change management strategies to drive travel program improvements and savings in all regions
• and countries
• Interprets and recommends changes to update policy as necessary
• Secures awareness of travel policy guidelines and overall travel program knowledge
• Key stakeholder updates to drive awareness
• Monitors travel policy and forwards recommendations based on behavioral KPIs
• Strong focus on compliance knowledge
• Manages savings initiatives to drive traveler booking behaviors
• Administers travel policy rules and preferred suppliers' contracts set up for all platforms

Online Program Support

• Assesses travel policy rules and acts as liaison with Online Booking Too ("OBT") online support teams (site reviews)
• Recommends OBT configuration based on traveler feedback and understands user navigational experiences with OBT
• Provides site messaging recommendations based on Firm's needs
• Ensures continuous improvements in the online solution {new features) are deployed accurately
• Develop training tools, internal user guides, and other internal communications in support of product upgrades, functionality enhancements so to support end users
• Shares best practices on proven online usage strategies, communications and benchmark metrics
• Provides ongoing online educational support to travelers: communicating recommendations, including user acceptance training and roll out training. Works to track savings realized on transaction fees due to increase of online usage
• Monitors online increase usage savings linked to average ticket price difference

Operational Management Support

• Supports and maintains working relationships with travel suppliers to support escalations (airlines, hotels, rental cars, ground transportation, travel management companies, online booking tools, new travel technologies}
• Identifies any known upcoming changes to the travel program, travel volumes or destinations
• Recognizes ongoing supplier opportunities and the activities that would benefit
• Provides strategic advice to business stakeholders under the direction of and in partnership with the Regional Travel Manager
• Organizes and participates in preparation of management information deliverables including recurring and ad-hoc reporting requirements for stakeholders
• Identifies policy and program enhancement opportunities that are aligned with business objectives to the regional travel manager for future consideration
• Supports the regional travel manager interfacing with travel partner network including stakeholder groups dependent on effective travel operations and data.
• Acts as first point of response for issues that are escalated to the Firm after Vendor's customer service l operations teams have attempted to resolve
• Coordinates resolution of issues across different parts of Vendor's organization (and other stakeholders as appropriate) to facilitate a successful outcome
• Supports the regional travel manager in monitoring Vendor's service delivery against contracted operational SLAs /key account metrics and actions required to address under-performance
• Oversees Vendor's response to day-to-day business disruptions (e.g. strikes, minor weather delays, airline system outages, visas and private jets)
• Performs specific vendor management activities for targeted categories in region (e.g. ground

transportation, rail, corporate apartments) under the direction of the Retail Travel Manager ("RTM") and category owner

• Supports the Regional Travel Manager in education and awareness activities within the region including the preparation and delivery of communication updates and stakeholder training
• Provides oversight for transformation projects managed and delivered by the Vendor in support of achieving key business priorities
• Liaises with Service Delivery Managers in other regions to ensure consistency of approach and execution of responsibilities, leveraging best practices
• Presents and implement innovative solutions that support the customer's overall business objectives Coordinates and leads communications, progress, consistencies, and best practices in executing tactical/ operational travel management activities for a selected number of countries.
• Ensures customer satisfaction towards Firm demand side by acting as a focal point for relevant suppliers, to establish customer requirements, and to provide regular reports to stakeholders which bring visibility on suppliers' performance related to compliance and savings
• Program optimization: finds new areas for potential improvements on service and savings

Location Singapore - Virtual Location

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