Service Delivery / B2B / ITSM / Service Desk
Role: Service Delivery Manager (B2B / ITSM / SaaS)
Company: Ecommerce
Location: London, Hybrid
Salary: up to 90,000 basic + Bonus
About You
You are an experienced and proactive Service Delivery Manager who thrives in a fast-paced, high-growth environment. You bring a strategic mindset and a structured approach to organising internal support processes, with a strong focus on scaling operations for future growth.
With excellent communication skills and a deep understanding of B2B & B2C environments, you are confident in optimising technical estates to support both internal teams and external partners, including white-label clients.
About the Role
This is a pivotal leadership role responsible for evolving both the technical estate and support function. While initially focused on enhancing internal service delivery, the primary objective is to build a scalable support framework that enables seamless onboarding and support for external B2B and white-label partners.
You will play a key role in driving continuous improvement across service delivery, processes, and workflows, working closely with product teams, developers, and external vendors to ensure consistently high service standards.
Key Responsibilities
- Rebuild and enhance the internal support function with a strong customer-first mindset
- Develop B2B support readiness frameworks, including SLAs, OLAs, and support pathways
- Optimise support coverage through data-driven insights and clear communication
- Standardise ITSM processes (Incident, Request, Problem Management)
- Lead service desk operations, including tooling, reporting, and escalation processes
- Manage procurement, licensing, hardware/software provisioning, and networking
- Support security and risk initiatives in collaboration with senior IT leadership
- Act as a senior escalation point for complex technical issues
- Define and track KPIs, providing performance insights to leadership
- Support change management and SaaS implementation across the business
- Develop knowledge management frameworks and self-service documentation
- Manage relationships with external vendors and B2B partners
Requirements
- Proven experience in Service Delivery Management, ready to step into a leadership role
- Strong background in B2B support environments or white-label platforms
- Demonstrated ability to improve and scale technical operations
- Strong analytical and problem-solving skills under pressure
- Confidence to challenge and influence stakeholders at all levels
- Excellent communication skills, translating technical concepts for non-technical audiences
- Flexibility to support on-call, weekend, or holiday operations as required
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