Service Delivery Manager

FTC contract until Feb'26

Contract until Feb'26

The Service Delivery Manager is responsible for ensuring the successful delivery, transition, and ongoing performance of Tech services across TalkTalk Technology. This role will lead the technical engagement and governance across new and existing supplier relationships, ensuring seamless onboarding, operational readiness, and continuous improvement. A key focus will be on managing the transition from incumbent support providers and embedding new strategic partnerships.

Key Responsibilities

Contractual & Service Schedule Engagement

• Lead Tech’s contribution to the development of robust contractual agreements and service schedules with partner, suppliers and service providers.
• Ensure service requirements, SLAs, OLAs, and performance indicators are clearly defined and achievable.

Exit & Transition Planning

• Coordinate Tech’s involvement in the exit strategy and transitional planning from incumbent support providers.
• Minimise service disruption and ensure continuity through effective risk management and stakeholder engagement.

Onboarding & Embedding New Partnerships

• Drive the onboarding and embedding of new partnerships, suppliers and services into TalkTalk’s operational ecosystem.
• Establish governance frameworks, service practices, and performance monitoring to underpin service excellence

Service Delivery Oversight

• Ensure end-to-end delivery of IT services aligns with business objectives and customer expectations.
• Agreement and service schedule delivery by partners, suppliers and service providers to contracts and obligations.
• Monitor service performance, manage escalations, and lead continuous service improvement initiatives.

Stakeholder Collaboration

• Act as the primary Tech liaison across internal teams and external partners, ensuring alignment and transparency.
• Facilitate Agile ceremonies and contribute to cross-functional planning and delivery.

Skills and Experience

• Proven experience in service delivery management within a technology environment.
• Strong understanding of service design, transition, and readiness principles.
• Experience managing third-party vendors and contractual engagements.
• Expertise in Agile methodologies and project delivery frameworks.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving capabilities.

Qualifications

• Required - Certifications in ITIL, Agile (e.g., Scrum Master), and Project Management (e.g., PMP) are highly desirable.
• Required - Minimum of 5 years’ experience in service delivery or service readiness roles.
• Desired - Bachelor’s degree in Information Technology, Computer Science, or related field.

Personal Attributes

• Proactive and results-oriented.
• Strong attention to detail and organisational skills.
• Comfortable working in a fast-paced, evolving environment.
• Collaborative and adaptable with a continuous improvement mindset.

Be Yourself. Make an Impact. Join Us.

As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.

We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.

What We Offer

• Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection
• Collaborative office spaces designed for creative thinking and innovation
• Free on-site parking at our offices
• Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)
• Private healthcare for all employees
• Competitive pension scheme and performance-related bonus opportunities
• Free broadband for all employees
• Life event gifts – celebrating milestones like marriages and births
• Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations
• Salary sacrifice scheme – save on dental, gym, and more
• Big retail and leisure discounts
• 3 paid volunteering days a year – because making a difference matters to us too