Information Technology Service Delivery Manager

Senior Service Delivery Manager (SDM)

Location: London - Hybrid (up to 2 days/week in office)

Contract: Outside IR35

We are hiring a Senior Service Delivery Manager. Reporting to the VP of ITSM, you’ll be part of a team focused on breaking silos and driving meaningful outcomes for customers. Your work will be split into two key areas:

Customer Focus

• Act as the single point of contact (POC) for one or more key customers.
• Ensure a unified voice across internal and external stakeholders.
• Use your savvy technical knowledge (infra/networks) to ask the right questions
• Proactively manage relationships and communication to prevent gaps and ensure customer satisfaction.

Internal Process Impact

• Support the ITSM team in managing key processes (incident, problem, or change) based on your strengths.
• Help shift the team’s focus from being process-heavy to revenue-impact-aware.
• Be proactive, results-driven, and unafraid to “roll your sleeves up” when needed.
• Spot and escalate issues that impact revenue or customer success.

What we are looking for

Someone who understands the bigger picture and knows when to take action. You’re a proactive communicator, a problem solver, and someone who thrives in fast-paced, dynamic environments.

Key Qualifications:

• ITIL certification
• Proven background in IT Service Management with a strong focus on service delivery.
• Passionate about enhancing service quality and delivering an exceptional end-user experience.
• Strong leadership and people management skills.
• Excellent relationship management and communication abilities (written and verbal), with experience engaging at all levels, from front-line users to executives.
• Experience collaborating with third parties and managing outsourced service providers.
• Strong understanding of how business and IT changes impact operations.

Ready to roll up your sleeves and make a difference? Apply now!