Infoplus Technologies UK Limited
Senior Service Delivery Manager
London
Posted about 23 hours ago
Get notified of more jobs like this · No spam, ever
How your CV stacks up
1Upload CV
2Analyse CV
3Improve CV
Upload your CV to see how well it fits this job role
?%
Senior Service Delivery Manager - Application Management Services
FTE
London, UK (Hybrid)
Description:
We are looking for a Senior Service Delivery Manager to lead end-to-end delivery for Application Management Services with a team of approximately 36 resources across development, testing, DBA, Scrum Master, and other technical streams. The role will be responsible for service governance, stakeholder management, KPI/SLA performance, operational excellence, and continuous improvement.
Key Responsibilities
- Own end-to-end service delivery for the Application Management Services engagement.
- Lead, manage, and coordinate a cross-functional team of approximately 36 resources.
- Oversee delivery across development, testing, DBA, Scrum Master, production support, and related workstreams.
- Ensure achievement of contractual KPIs, SLAs, OLAs, quality targets, and customer commitments.
- Monitor service performance, incidents, problems, changes, releases, risks, and dependencies.
- Conduct regular service reviews with customers and stakeholders.
- Prepare and present operational dashboards, performance reports, governance packs, and improvement plans.
- Act as the primary escalation point for critical incidents, delivery risks, and service issues.
- Drive root-cause analysis and ensure timely implementation of corrective and preventive actions.
- Establish effective governance, communication, escalation, and reporting processes.
- Manage resource planning, utilization, capacity, skill development, and succession planning.
- Coordinate with application, infrastructure, security, vendor, and business teams.
- Ensure adherence to ITIL processes, organizational standards, security requirements, and compliance controls.
- Identify opportunities to improve service quality, productivity, automation, stability, and customer satisfaction.
- Drive continuous improvement initiatives and track benefits realization.
- Support commercial governance, budgeting, invoicing, forecasting, and contract deliverables where applicable.
- Mentor team leads and create a culture of accountability, collaboration, and operational excellence.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Required Skills and Experience
- 12+ years of experience in IT service delivery, application management, or managed services.
- Proven experience managing large, cross-functional application support and development teams.
- Experience leading teams across development, testing, DBA, Agile delivery, and production support functions.
- Strong understanding of ITIL processes, including incident, problem, change, release, request, and service-level management.
- Demonstrated experience managing SLAs, KPIs, OLAs, service credits, and customer governance.
- Strong stakeholder and customer management skills, including executive-level communication.
- Experience managing critical incidents, escalations, risk mitigation, and crisis communications.
- Strong knowledge of Agile, Scrum, DevOps, and application lifecycle management.
- Experience with service reporting, dashboards, trend analysis, and operational metrics.
- Strong people management, resource planning, conflict resolution, and leadership skills.
- Excellent communication, presentation, negotiation, and decision-making abilities.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Preferred Qualifications
- ITIL 4 Foundation or higher certification.
- PMP, PRINCE2, Scrum Master, or equivalent certification.
- Experience managing distributed or geographically dispersed teams.
- Experience with ServiceNow, Jira, Confluence, Power BI, or similar service management and reporting tools.
- Experience in continuous improvement, automation, Lean, or operational excellence programs.
- Experience managing enterprise applications and customer-facing managed services.
Key Success Measures
- Consistent achievement of contractual SLA and KPI targets.
- Improved application availability, service stability, and customer satisfaction.
- Reduction in repeat incidents, backlog, resolution time, and operational risks.
- Effective delivery of continual service improvement initiatives.
- Accurate and timely governance reporting.
- Optimal resource utilization and team productivity.
- Successful management of escalations, audits, releases, and service transitions.
- Strong customer relationships and positive stakeholder feedback.
Trusted by 25,000+ job seekers
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location