Service Delivery Manager

Overview

Service Delivery Manager - Looking for a commercially aware Service Delivery Manager. The SDM must have Agile experience and have managed complex technical IT environments with multiple 3rd Party Suppliers / MSPs. You will be responsible for managing a heavily outsourced environment. Must have strong relationship management skills. Must have implemented and/or managed Incident, Problem and Change management and have solid ITIL experience. Ideally someone who has delivered to challenging SLAs / KPIs and who is a natural in front of a customer and able to manage demanding internal stakeholders. Anyone with strong Stakeholder Management experience would excel in this role. You will NOT have a team under you but will be accountable for service delivered via outsourced teams.

This is a hybrid role where you will work 2 days a week in the office.

Responsibilities

• Manage a heavily outsourced environment with multiple third-party suppliers/MSPs to ensure quality service delivery.
• Maintain strong relationship management with customers and internal stakeholders.
• Implement and/or manage Incident, Problem and Change management with solid ITIL practices.
• Monitor performance against SLAs/KPIs and drive improvements in a challenging environment.
• Coordinate delivery through outsourced teams without direct line management responsibility.

Qualifications

• Experience as a Service Delivery Manager or similar, with Agile experience.
• Proven track record in managing complex IT environments and outsourcing arrangements.
• Strong relationship and stakeholder management skills.
• Experience with Incident, Problem and Change management and ITIL principles.
• Ability to deliver to demanding SLAs/KPIs and communicate effectively with customers and internal teams.

Work arrangement

Hybrid role; expectation to work in the office 2 days a week.