Service Delivery Manager (SDM)- Restaurants
On-siteLondon, England, United Kingdom
Job Summary
Serve as the primary onsite operational representative for a strategic restaurant customer, ensuring successful service delivery and contractual commitment achievement. Build trusted relationships with customer stakeholders, act as the voice of the customer, and coordinate cross-functional teams including Service Desk, Engineering, and Supplier Management. Own day-to-day service delivery performance, monitor incidents and service requests, and provide operational leadership during disruptions and escalations. Review operational data to assess account health, deliver service reviews, and drive root-cause analysis for continuous improvement initiatives. Based full-time at the customer's Chiswick office, you will support contract retention, growth activities, and strategic planning while maintaining adherence to governance processes and SLAs.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Management, or a related discipline
- 7–10 years of experience in Service Delivery, Customer Success, Account Management, Operations Management, or a related customer-facing technology services role
- Proven experience managing strategic customer relationships within a technology services environment
- Experience working with enterprise customers in the Quick Service Restaurant (QSR) industry
- Demonstrated success managing service performance against contractual SLAs and KPIs
- Experience leading customer escalations and driving issue resolution across multiple teams
- Strong understanding of IT Service Management (ITSM) principles and operational processes
- Experience delivering executive-level presentations and service reviews
- Strong understanding of Incident, Problem, Change, Request, and Service Level Management processes
- Knowledge of customer support operations and managed services environments
- Familiarity with supplier and third-party service management
- Strong analytical and problem-solving capabilities
- Ability to identify trends, risks, and improvement opportunities from operational data
- Experience using reporting tools and dashboards to drive business decisions
- Understanding of operational KPIs, SLAs, customer satisfaction, and service performance metrics
- Exceptional stakeholder management skills
- Strong negotiation and conflict-resolution abilities
- Ability to influence outcomes without direct authority
- Proven ability to establish credibility with both customer and internal leadership teams
- Excellent verbal, written, and presentation skills
- Ability to communicate effectively with technical teams, operational leaders, and customer executives
- Strong facilitation and meeting leadership capabilities
- Ability to work collaboratively across global and cross-functional teams
- Proficiency in Microsoft 365 Suite
- Experience with ServiceNow or similar ITSM platforms
- Experience with reporting and visualization tools such as Power BI
- Strong working knowledge of service management and operational reporting tools
- A trusted advisor who builds strong customer relationships through credibility and execution
- A proactive problem solver who identifies risks before they become issues
- A collaborative leader who brings together teams to deliver results
- A confident communicator who can engage equally with frontline teams and senior executives
- A strategic thinker who balances operational excellence with long-term customer success
- A service delivery professional who thrives in fast-paced, customer-focused environments
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