Copy of Service Delivery Manager
Remote · London, England, United Kingdom
Job Summary
Service Delivery Manager responsible for managing client relationships and ensuring successful delivery of services. Key duties include producing customer and internal service reporting, conducting regular service reviews, handling escalations and requirements, overseeing invoicing and financials for assigned accounts, monthly forecasting of project costs and revenue, and ensuring ISO20000 compliance and best practices. Also responsible for identifying continual service improvement initiatives, managing business risk and continuity, driving customer satisfaction, and exploring opportunities for additional work within existing customers. Requires strong English communication, ITIL v4 expertise, and a proven track record in revenue-generating service delivery within a process-driven environment.
Required Qualifications
- 8+ years in Service Delivery Management
- ITIL v4 certification
- Fluency in English
- Strong verbal and written communication skills
- Customer service and relationship management experience
- Analytical skills
- Forecasting experience (monthly)
- Ability to drive revenue opportunities
- Process-oriented mindset
- Experience with ISO20000 or similar IT service management standards
- Strong stakeholder management and cross-functional collaboration skills
- Proven ability to produce service reporting and conduct service reviews
- Experience with risk management and business continuity planning
- Ability to identify and implement continual service improvements
- Team player with customer-centric ethos
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