Service Delivery Manager
On-siteLondon, England, United Kingdom
Job Summary
Lead small to mid-sized delivery management projects from initiation through completion, acting as the primary point of contact for clients while owning P&L for assigned accounts. Coordinate resources, manage third-party providers, and resolve issues impacting service delivery to ensure SLAs and KPIs are met. Monitor team performance, chair service review meetings, and drive continuous improvement initiatives to enhance operational efficiency. Produce service reports and present performance metrics to customers and senior stakeholders. This role requires strong stakeholder management and leadership skills within a technology or managed services environment, with a focus on balancing customer expectations and business objectives.
Required Qualifications
- Proven experience in a Service Delivery Manager, Service Manager, Account Delivery Manager, or similar role
- Strong delivery experience within a technology or managed services environment
- Excellent stakeholder management and customer relationship skills
- Experience managing service performance against SLAs, KPIs, and contractual obligations
- Demonstrable experience managing suppliers, vendors, and third-party partners
- Strong problem-solving, organizational, and decision-making abilities
- Excellent communication and presentation skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong understanding of service management methodologies and best practices
Desired Qualifications
- ITIL Foundation or higher certification
- Experience working within managed services environments
- Experience leading service improvement and transformation initiatives
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