Associate Vice President

Associate Vice President (Service Delivery Manager)

Location : London , UK ( Hybrid )

Job Summary :

We are seeking a proactive and experienced Service Delivery Manager (SDM) to oversee and drive the effective delivery of high-quality services to our clients. The SDM will manage day-to-day service operations, ensure SLA adherence, maintain customer satisfaction, and continuously improve service delivery performance across teams and technologies.

Technical Skills:

 Proven experience managing IT service delivery for large or enterprise clients.

 Strong understanding of ITIL framework; ITIL certification preferred.

 Experience with service management tools (e.g., ServiceNow, BMC Remedy, Jira).

 Excellent communication, negotiation, and stakeholder management skills.

 Ability to lead cross-functional teams and manage remote/global delivery models.

 Analytical mindset with strong problem-solving and decision-making abilities.

 Act as the primary point of contact for clients on service delivery issues and escalations.

 Oversee and coordinate end-to-end service delivery processes across multiple accounts/projects.

 Ensure compliance with agreed Service Level Agreements (SLAs), KPIs, and quality standards.

 Lead regular service reviews with clients, including reporting on performance and improvement plans.

 Collaborate with internal teams (technical, operations, support) to ensure seamless service execution.

 Manage resource allocation and capacity planning to meet service demands.

 Identify risks and develop mitigation plans to avoid service disruptions.

 Drive continual service improvement initiatives, including automation and standardization.

 Support transition and onboarding of new services or clients as needed.

 Maintain strong client relationships and ensure a high level of customer satisfaction.

 Manage financial aspects of service delivery such as budgeting, forecasting, and cost optimization.

Behavioral Skills :

 Develop, test, and maintain web applications using the MEAN stack (MongoDB, Express.js, Angular, Node.js).

 Set up and configure cloud environments for MEAN stack applications.

 Plan and execute the migration of applications to cloud platforms.

 Collaborate with cross-functional teams to define, design, and ship new features.

 Optimize applications for maximum speed and scalability.

 Troubleshoot and debug applications to ensure optimal performance.

 Implement security and data protection measures.

 Stay up-to-date with emerging technologies and industry trends.

Preferred Qualifications :

 Prince 2 or ITIL

 Experience in cloud services (AWS, Azure, etc.) or managed services environments.

 Familiarity with Agile and DevOps methodologies.

Bachelor’s degree in information technology, Computer Science, or related discipline.