Service Delivery Manager

Application Deadline: 6 August 2026

Department: Business Operations

Employment Type: Full Time

Location: London

Reporting To: IT Operations Director

Description

Key Responsibilities

• Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures.
• Act as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents.
• Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate.
• Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers.
• Define clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes.
• Drive stable, resilient and consistent service delivery across all supported regions.

• Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme.
• Improve service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency.
• Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost.
• Champion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities.
• Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance.
• Promote a service-focused culture across IT Operations and supplier teams.

• Establish and maintain governance forums, service standards, operational policies and performance measures.
• Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance.
• Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums.
• Build trusted relationships with senior business stakeholders, IT leadership and supplier teams.
• Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement.

• Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support.
• Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live.
• Capture lessons learned from service introductions and embed improvements into future delivery.

• Identify service risks, dependencies and potential points of failure.
• Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities.

Skills, Knowledge and Expertise

• Significant experience in IT Service Delivery or Service Management environments. 
• Proven experience managing outsourced Helpdesks and holding suppliers accountable for performance. 
• Experience improving service performance through governance, reporting, supplier management and continual improvement. 
• Experience developing service management capability, operational processes and performance frameworks. 
• Experience working with global teams, multiple time zones and senior stakeholders. 

• Strong knowledge of ITIL 4 or 5 service management principles and practical application. 
• Understanding of the SDI Service Desk Best Practice Standard. 
• Experience defining KPIs, SLAs, OLAs and customer experience measures. 
• Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement. 
• Experience using ITSM platforms, service reporting and performance analytics. 

• Excellent written and verbal communication skills. 
• Strong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams.
• Customer and service focused, with a clear understanding of how IT support affects user productivity and business performance. 
• Calm, structured and decisive when managing service issues, escalations and competing priorities. 
• Highly organised, proactive and comfortable working in a fast-paced global environment. 

• ITIL 4 Foundation (essential) 
• ITIL 4 Managing Professional or Strategic Leader (essential) 
• Lean Six Sigma Yellow Belt or Green Belt (desirable)