Service Delivery Manager

Role Overview

• Act as the primary escalation point for customers across incidents, service requests and operational issues, ensuring timely resolution and clear accountability.
• Lead Major Incidents end‑to‑end, coordinating internal teams and third‑party providers through to resolution.
• Own customer communications during incidents, providing clear, accurate and timely updates to maintain confidence and transparency.
• Coach, mentor and support Service Analysts, improving investigation quality, incident ownership and customer communication standards.
• Ensure consistent application of Incident, Problem and Change Management processes in line with ITIL best practices.
• Lead Root Cause Analysis (RCA) activities, ensuring corrective and preventative actions are clearly defined, owned and driven through to completion.
• Support and coordinate Change activities, including risk assessment, internal alignment and customer notifications.
• Work closely with the Head of Service Management to optimise service processes, tooling and operational maturity.
• Drive continuous improvement initiatives by analysing incident trends, service data and customer feedback.
• Ensure service teams fully understand customer SLAs and operational commitments and actively manage adherence to those SLAs.
• Monitor service performance, proactively identify risks to service levels and implement mitigation actions.
• Conduct regular Service Review Meetings with customers, covering incidents, service performance, trends and improvement plans.
• Build strong, trusted relationships with customer stakeholders and act as a key service partner.
• Collaborate with Engineering, Product, Infrastructure and external vendors to improve system reliability and service quality.

Requirements

• Proven experience in a Service Delivery Manager or senior service operations role within software, SaaS or managed services environments.
• Strong working knowledge of ITIL processes, including Incident, Problem and Change Management (certification preferred).
• Demonstrated experience leading Major Incidents and managing executive‑level and customer escalations.
• Strong customer communication and stakeholder management skills, including running Service Review Meetings.
• Experience coaching and developing service or support teams.
• Ability to work calmly and decisively under pressure in high‑impact situations.
• Strong organisational and coordination skills across multiple teams and priorities.

Benefits

• Flexible work arrangements