Service Delivery Manager

This is a customer-facing service delivery position where you’ll take ownership of a key client relationship while ensuring effective service management and operational excellence. You’ll balance strategic stakeholder engagement with hands-on oversight of incident and problem management processes, contributing to a fast-paced, high-growth environment.

Duration: 6 months initial.

Rate: £450-500 per day (outside IR35).

Location: 2 days a week in London

Here’s what you’ll be taking charge of:

• Take full responsibility for managing communications and service delivery for a key client, acting as their primary point of contact to ensure stability and consistency across all interactions.
• Foster collaboration between internal teams to deliver seamless and reliable service, eliminating the fragmented approach currently in place.
• Oversee Major Incident Management and Problem Management, guiding teams beyond process adherence to effective troubleshooting.
• Ask the right questions of technical teams (e.g., network, infrastructure) to identify and resolve issues, applying basic but broad technical knowledge.
• Facing off internally to act as the voice of the customer.

What you’ll bring to the role:

• Proven ability to manage complex, high-pressure customer relationships with clarity, confidence, and authority.
• Familiarity with troubleshooting across IT domains (e.g., network, infrastructure) without needing to be deeply technical.
• Experience in banking or payments industry is desirable.
• A decisive, results-oriented mindset to thrive in a fast-paced and rapidly evolving organization.
• Gravitas and senior stakeholder management above all. Ability to act under pressure.

Sound like you? I’d love to hear from you.