Service Delivery Manager

Final date to receive applications: 6 August 2026

Department: Business Operations

Employment Type: Full Time

Location: London

Reporting To: IT Operations Director

The Service Delivery Manager is responsible for the operational management, governance and continual improvement of IT support services delivered through the organisation’s outsourced global helpdesk managed services partner. The role owns service performance, supplier accountability, customer experience and service integration across IT Operations and third‑party partners. Working closely with Infrastructure, Info Sec, Enterprise Services, CRM, Product & Technology and business stakeholders, the Service Delivery Manager will ensure services meet business needs and continue to mature through clear governance, insight‑led improvement and strong operational leadership.

The role will develop the IT Operations Service Delivery capability, embed effective ways of working and improve service quality across people, processes, technology and customer experience.

• Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures.
• Act as the primary IT Operations owner and senior escalation point for end‑user support services, including incidents, requests, problems and major incidents.
• Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate.
• Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third‑party suppliers.
• Define clear service ownership, responsibilities, escalation paths and effective hand‑offs across incident, request, problem and change processes.
• Drive stable, resilient and consistent service delivery across all supported regions.

• Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme.
• Improve service processes, ways of working, automation, self‑service, knowledge reuse and operational efficiency.
• Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost.
• Champion a customer‑focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities.
• Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance.
• Promote a service‑focused culture across IT Operations and supplier teams.

• Establish and maintain governance forums, service standards, operational policies and performance measures.
• Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance.
• Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums.
• Build trusted relationships with senior business stakeholders, IT leadership and supplier teams.
• Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement.

• Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support.
• Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go‑live.
• Capture lessons learned from service introductions and embed improvements into future delivery.

• Identify service risks, dependencies and potential points of failure.
• Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities.

• Significant experience in IT Service Delivery or…