Service Delivery Manager

Job Overview

We are seeking a strategic Service Delivery Manager (SDM) to lead the governance and performance of our external IT service providers, with a strong emphasis on senior stakeholder engagement. Acting as the single point of escalation for service-related issues, the SDM will build trusted relationships with business leaders across the organization, ensuring that IT services and partners consistently meet expectations and enable business continuity. This role demands a confident communicator who can navigate complex service landscapes, resolve critical issues swiftly, and influence cross-functional teams to drive service excellence and continuous improvement.

Location

Remote - Will require the candidate to commute to our office located at 40 High Street, Street, Somerset, BA16 0EQ for mandatory meetings. This might be every month.

Responsibilities

Own escalation management for service issues raised by providers or senior business stakeholders.

Build and maintain trusted relationships with business leadership teams dependent on IT services.

Provide regular performance insights and recommendations to senior IT and business stakeholders.

Define, measure, and report on IT service partner performance against contractual KPIs and SLAs.

Manage partner contracts to ensure services remain within budget and scope, delivering expected value.

Lead continuous improvement initiatives to enhance service quality, efficiency, and ways of working.

Collaborate with internal IT service managers (e.g., Change, Configuration) to safeguard service stability.

Ensure IT service partners remain compliant with IT service management processes and governance.

Support major incident management and post-incident reviews to drive accountability and learning.

Qualifications

ITIL Managing Professional (or equivalent advanced ITIL qualification)

Demonstrated ability to manage senior stakeholder relationships and communications

Proven experience in defining and reporting on SLAs and KPIs

Hands-on experience with IT Service Management tools (e.g., IFS Assyst, ServiceNow, or equivalent)

Strong background in contract management and IT financial operations

Expertise in major incident management and escalation handling

Experience working with third-party IT service providers in a complex, multi-vendor environment

Skilled in relationship management and driving service excellence through collaboration

Experience in Retail IT operations, with a strong understanding of service dependencies in store environments

Experience supporting eCommerce operations and digital service platforms

Familiarity with SAP ERP systems and their role in enterprise service delivery

Experience working with multiple cloud providers across both SaaS and IaaS models with a focus on service management, performance oversight, and operational integration.

This document describes the general nature and level of work only. It is not designed to cover an exhaustive list of all skills, activities, duties or responsibilities that are required of the employee for this job. Other activities, duties, and responsibilities may be added at any time. This description may be changed at the company's discretion at any time, with or without notice.