Service Delivery Manager

Service Delivery Manager – MSS

Title: Service Delivery ManagerLocation: London, hybrid, occasional travel to client sitesJob type: Full‑Time Permanent

Role / Responsibilities

As the Service Delivery Manager, you will be responsible for driving service excellence and ensuring the highest level of performance is delivered to our clients. You will manage multiple services for a key client, including Managed Security Services & infrastructure support agreements. You will own Service Level Management, contract SLA management, customer satisfaction, continuous service improvement and incident, problem & change control. You will act as the key escalation point for major incidents and issues, support internal project delivery and be a change advocate.

• Managing all aspects of Service Delivery ensuring adherence to critical SLAs at all times
• Relationship management between all business functions & customers alike
• Expert management of complex, high‑profile customer issues, following ITIL framework to incident root cause identification
• Managing Internal Enhancement projects & identify improvement opportunities
• Managing a Continuous Service Improvement Process striving for Service Excellence
• Conducting or participating in service reviews
• Participating in new process design and owning transition to operations
• Excellent documentation skills; maintain documentation repository in line with ISO 20000
• Stakeholder management with both internal and external customers
• Excellent communication and written skills
• Project lifecycle experience and understanding
• Escalation and dispute resolution management, potentially owning the resolution sourcing process when necessary
• Service reporting on a weekly basis or as necessary
• SLA & KPI writing, reporting and development

Desired Skills

• Minimum 2‑3 years working in a similar Service Delivery Management position
• Experience in client‑facing roles with reporting & presentation requirements
• Experience in a Managed Services & Helpdesk environment
• Previous IT infrastructure management experience desirable
• Good understanding of technical security environments
• Proven responsibility in all phases of project delivery within tight deadlines under pressure from external clients
• Experience with ISO 9001 / 27001 & 20000 certifications & requirements
• Excellent interpersonal and communication skills both verbal and written
• Fluent English speaker
• Aptitude for solving problems and acting on own initiative
• Strong team player with a flexible approach
• Highly motivated with a willingness to learn & drive that motivation within the team
• Consistent work attitude
• Strong analytical, logical and structured approach
• Proactive and energetic, seeking to get things done and dealing with a variety of tasks
• Ability to create a positive, innovative, engaging working environment

Certifications / Qualifications

• ITIL Foundation level or higher
• Degree level education desirable
• Technical qualification in IT infrastructure or security fields desirable

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