Service Delivery Manager

Job Title: Service Delivery Manager Location: Remote (UK) with travel to Luton 2-3 times per month (expenses covered). Role Overview: We are seeking an experienced Service Delivery Manager to oversee the delivery of managed services for a large-scale, business-critical digital platform operating in a high-availability environment. This role combines elements of Service Delivery Management, Stakeholder Management, and Project Coordination, requiring someone who can take ownership of service governance, performance management, process improvement, and cross-functional delivery across multiple teams and suppliers. The successful candidate will act as the primary point of contact for service-related matters, ensuring operational excellence, service stability, and alignment between business objectives and delivery outcomes. Key Responsibilities Service Delivery & Governance

• Establish and maintain effective service governance frameworks.
• Ensure service management processes are followed consistently, aligned with ITIL best practices.
• Lead regular service reviews and governance meetings with stakeholders.
• Drive continuous service improvement initiatives. Service Performance & Reporting
• Monitor and report on service performance, SLAs, KPIs, and operational metrics.
• Identify service risks, trends, and opportunities for improvement.
• Produce clear reporting and insights for business and technical stakeholders.
• Ensure contractual service commitments are met. Stakeholder Management
• Build strong relationships with customer stakeholders, delivery teams, and third-party suppliers.
• Act as the main escalation point for service-related issues.
• Communicate service performance, risks, incidents, and improvements effectively.
• Align business priorities with service delivery outcomes. Incident, Problem & Change Management
• Ensure effective incident, problem, and change management processes.
• Coordinate major incident responses and facilitate timely resolution.
• Drive root-cause analysis and long-term corrective actions.
• Maintain service stability across business-critical systems. Multi-Team & Vendor Coordination
• Coordinate delivery across multiple internal teams and external suppliers.
• Manage dependencies across platform, CRM, integrations, and supporting services.
• Standardize processes, escalation routes, ticket management, and service operating models.
• Ensure accountability is clearly assigned and maintained across teams. Required Experience & Skills
• Proven experience as a Service Delivery Manager within a managed services environment.
• Strong knowledge of ITIL service management principles.
• Hands-on experience with:
• Incident Management
• Problem Management
• Change Management
• Service Governance
• Experience managing business-critical, high-availability platforms.
• Strong understanding of SLAs, KPIs, service reporting, and operational performance metrics.
• Experience managing multiple stakeholders, suppliers, and delivery partners.
• Ability to operate effectively in complex, multi-vendor environments.
• Excellent communication and stakeholder management skills.
• Strong organizational and prioritization abilities.
• Commercial awareness and understanding of contractual commitments. Desirable Experience
• Exposure to cloud platforms such as AWS or Azure.
• Experience supporting digital, eCommerce, or customer-facing platforms.
• Familiarity with tools such as:
• ServiceNow
• Jira
• Monitoring and reporting platforms
• Experience within travel, aviation, retail, or high-transaction digital environments. Personal Attributes
• Strong leadership and relationship-building skills.
• Calm and resilient under pressure.
• Proactive and solution-oriented mindset.
• Data-driven approach to service improvement.
• Ability to navigate complex stakeholder environments.
• Self-motivated and highly accountable.
• Comfortable working in a fast-paced, evolving environment. Education
• Degree in Computer Science, Information Technology, or a related discipline, or equivalent industry experience.