Roles: Service Delivery Manager (Retail Operations must)Location:
London, UK (Onsite)
Type of Hiring:
Permanent
Job Description: Service Delivery Manager (Retail Operations)Role OverviewWe are seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client. This role is responsible for ensuring high-quality service delivery, operational stability, and continuous improvement across business-critical services. The ideal candidate will bring strong expertise in service management, ITIL practices, client stakeholder management, operational excellence, financial operations, and third-party/vendor coordination to deliver excellent customer outcomes.
Key Responsibilities
Service Operations Management
Manage day-to-day service operations for the retail client, ensuring service stability, reliability, and performance.
Ensure services are delivered in line with agreed SLAs, KPIs, and contractual commitments.
Oversee incident, problem, change, and request management processes in alignment with ITIL best practices.
Act as the escalation point for major service issues and coordinate timely resolution across the service operational window.
Client & Stakeholder Management
Serve as the primary point of contact for client stakeholders on service delivery, service performance, and operational priorities.
Build and maintain strong relationships with business, IT, and operational stakeholders.
Conduct regular service review meetings to present service metrics, risks, ongoing issues, and improvement plans.
Ensure a high level of customer satisfaction through proactive communication and service governance.
Service Management & Governance
Implement and manage ITIL-based service management processes across the account.
Establish governance frameworks to monitor service quality, compliance, and operational effectiveness.
Track service performance and drive corrective and preventive actions when service levels are at risk.
Chair WSRs, MSRs and QBRs as required with key client stakeholders
Operational Excellence
Identify and drive opportunities to improve service quality, efficiency, and productivity.
Lead initiatives focused on process optimization, standardization, automation, and best practices.
Use operational data and service trends to reduce recurring issues and improve service outcomes.
Lead continuous service improvement (CSI) initiatives to enhance service delivery and customer experience.
Analyze service performance data, customer feedback, and root causes to identify improvement opportunities.
Able to interpret data and derive insights from operational data
Define, implement, and track improvement plans with measurable outcomes.
Financial Operations & Commercial Management
Manage finance-related operational tasks such as invoicing, billing coordination, financial tracking, and supporting budget governance for the account.
Ensure accuracy and timeliness of invoicing in coordination with internal finance teams and client stakeholders.
Monitor commercial commitments, cost performance, and financial impacts related to service delivery.
Support contract and financial discussions by providing operational inputs, forecasts, and service consumption details.
Third-Party & Vendor Management
Work closely with third-party vendors, partners, and suppliers to ensure seamless service delivery to the customer.
Manage vendor performance against agreed service levels, deliverables, and contractual obligations.
Coordinate across internal teams and external partners to resolve operational issues and improve end-to-end service quality.
Build effective working relationships with third parties to ensure alignment, accountability, and service excellence.
Coordinate with internal delivery teams, support teams, and external providers to ensure smooth service operations.
Provide leadership, oversight, and direction during service escalations and operational challenges.
Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
Required Skills & Qualifications
12–15 years of experience in service delivery, service management, or operations management.
Experience of managing projects with infrastructure and applications support is mandatory
Proven experience managing service operations for retail clients or retail technology environments across infra and applications preferred
Strong knowledge of ITIL service management practices.
Hands‑on experience in client stakeholder management, service governance, and operational reporting.
Experience handling financial operations such as invoicing, billing coordination, and budget‑related activities within service delivery.
Strong experience working with third‑party vendors and external service providers.
Demonstrated ability to drive operational excellence and continuous service improvement initiatives.
Excellent communication, stakeholder management, and problem‑solving skills.
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