Service Delivery Manager

Service Delivery Manager

We’re looking for an experienced Service Delivery Manager to take ownership of end-to-end service delivery for key customers, ensuring consistently high levels of performance, governance and customer satisfaction.

You’ll work closely with customers, internal technical teams, suppliers and third parties to ensure services meet agreed SLAs, KPIs and contractual commitments. Acting as a trusted operational partner and escalation point, you’ll play a key role in service performance, major incident management, continuous improvement and operational governance.

What you’ll be doing

• Own and manage end-to-end service delivery across customer accounts.
• Ensure services consistently meet agreed SLAs, KPIs, OLAs and contractual commitments.
• Oversee Incident, Problem, Change and Request Management in line with ITIL best practice.
• Review major incidents, ensuring effective communication, root cause analysis and post-incident reviews.
• Monitor service performance, identifying risks, recurring issues and opportunities for improvement.
• Lead regular service reviews, operational calls and governance meetings with customers and stakeholders.
• Act as an escalation point for complex operational and service issues.
• Provide clear and professional customer communication during incidents, changes and service challenges.
• Coordinate internal technical teams, SIAM functions, suppliers and third-party partners.
• Ensure new services are effectively onboarded and transitioned into live operations.
• Identify and drive Continuous Service Improvement initiatives, using service data and trends to improve quality and reduce incidents.
• Produce and present service reports, dashboards and performance updates to customers and senior stakeholders.
• Maintain service risks, issues, actions, processes and operational documentation.
• Support contract renewals and changes to service scope from an operational perspective.
• Ensure service delivery meets relevant security, resilience, audit, data protection and business continuity requirements.
• Support audits, risk assessments and compliance reviews alongside Quality and Security teams.
• Influence technical solutions and coordinate remediation activity where required.

What we’re looking for

Essential

• Proven experience as a Service Delivery Manager, Service Manager or similar within a managed services environment.
• Knowledge of managed services across areas such as cloud, infrastructure, networks or applications.
• Experience supporting customers within financial services or another regulated environment.
• Strong understanding of ITIL processes, including Incident, Problem, Change and Service Level Management.
• Experience managing SLAs, KPIs, service performance and customer-facing reporting.
• Excellent stakeholder management and communication skills, including working with senior customer stakeholders.
• Strong operational governance, risk management and problem-solving skills.
• Ability to remain calm and decisive when managing major incidents and escalations.
• ITIL Foundation certification or higher.

Desirable

• Experience working with financial services regulatory and compliance frameworks, such as FCA, PRA, DORA, ISO 27001 or SOC.

About you

You’ll be customer-focused, proactive and comfortable taking ownership of complex service environments. You’ll be confident challenging technical assumptions, driving corrective actions and bringing together multiple teams to resolve issues.

You’ll combine strong attention to detail with commercial awareness and be equally comfortable discussing technical service issues with engineering teams as you are presenting performance, risks and improvements to senior stakeholders.