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.

Key responsibilities

• 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.

Stakeholder & supplier management

• 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:

Skills & experience

• 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.

Qualifications (essential/desirable)

• 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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