Service Delivery Manager

What success looks like in this role:

IT Service Delivery Manager to lead the day-to-day delivery and continuous improvement of IT services across the organisation. They will be accountable for service performance customer experience operational governance supplier management and support professionals. This is a hands-on role combining operational discipline and stakeholder engagement.

• Own and manage end-to-end delivery of agreed IT services ensuring consistent performance against SLAs and business expectations.
• Lead incident request and problem management practices; drive root-cause analysis and preventative actions to reduce repeat issues.
• Own service reporting and operational dashboards; communicate performance risks and improvement actions to stakeholders.
• Run regular service reviews with key business areas and internal technical teams; translate needs into actionable backlog and priorities.
• Coordinate change and release activity with relevant teams to minimise disruption and improve service stability.
• Develop and maintain service documentation runbooks support models and knowledge articles.
• Champion continual service improvement (CSI) initiatives including process optimisation automation and customer experience improvements.
• Ensure services are delivered in line with security compliance and governance requirements.

• Build strong relationships with business stakeholders act as a trusted point of contact for service performance prioritisation and issue resolution.
• Manage third-party services partners including service reviews escalations contract/SLA adherence and improvement plans.
• Own and maintain an effective escalation path and communications approach for major incidents and service-impacting events.
• Support budgeting forecasting and cost management for the services within scope.

You will be successful in this role if you have:

• Proven experience in IT service delivery/service management roles with accountability for operational performance and customer outcomes.
• Strong working knowledge of ITIL processes (incident problem change request fulfilment knowledge and service reporting).
• Experience producing and presenting service performance reporting KPIs and improvement roadmaps.
• Excellent stakeholder management and communication skills able to tailor messages from technical to non-technical audiences.
• Supplier/vendor management experience including handling escalations and driving service improvements.
• Strong analytical and problem-solving capability with a focus on root cause and continuous improvement.
• Comfortable working in a fast-paced environment with competing priorities and high service expectations.

• Eligible for security clearance for airport access.
• Commuting distance of London Heathrow Office
• ITIL Foundation (or equivalent) desirable.
• Experience with service management tools (e.g. ServiceNow) desirable.
• Change delivery experience beneficial

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