OpticoreIT
Senior Service Delivery Manager
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Senior Service Delivery Manager
Senior Service Delivery Manager – London (Hybrid)
Opticore IT is a specialist Network Engineer and Project Management consultancy, delivering solutions across sectors including Finance, Broadcast Media, Telecommunications and more. We invite candidates to join our fast-paced, demanding environment as a Senior Service Delivery Manager based in the London area.
About the Role
You’ll collaborate with our client’s dedicated Network Operations Centre (NOC) to ensure our Managed Services deliver measurable value, alignment tobusiness goals, and exceed client expectations. Your role will focus on Service Measurement, Reporting, Governance, and Improvement, driving continuous enhancement of service quality.
You’ll join a team of 5 Service Delivery Managers and work closely with client NOC leadership to:
- Monitor and benchmark service performance
- Present findings in structured Service Reviews
- Upskill your team with sharable expertise
Key Responsibilities
Service Reporting & Review
- Design and produce high-quality Service Reports aligned with corporate standards
- Lead Service Reviews with clients, documenting issues, risks, and improvements
- Ensure 100% action-tracking compliance against review findings
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Operational Governance & Compliance
- Track and escalate client-specific process deviations, SLA breaches, and issues requiring senior intervention
- Govern Risks (using MoR) and maintain a live Risk Register
- Drive Continual Service Improvement (CSI) initiatives and maintain a CSI Register
- Schedule, prepare, and attend client stakeholder meetings to align on delivery plans
Process Improvement & Teams
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Act as the escalation point for service issues requiring management attention
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Contribute to NOC team meetings, supporting Team Leader objectives
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Support ad-hoc client engagements, capturing and actioning feedback
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Minimum 2 days per week required on-site at HQ/customer site
Core Requirements
Technical & Functional Experience
- Min. 5 years in IT Service Delivery within an ITIL-certified environment
- Relevant ITIL certification:
- ITIL V4 Managing Professional or
- ITIL V3 Expert
- Deep exposure to Incident, Problem, and Change Management in MSP environments
- Experience implementing and maintaining governance frameworks (e.g., ITIL, MoR)
Soft Skills & Leadership
- Quickly establishes credibility andrapport with clients—building long-term relationships
- Exceptional customer service (verbal & written), document clarity
- Detail-driven and resilient under pressure
- Proven project delivery in agreed timelines (small/medium projects: 3–6 months scope)
- Supplier & Vendor Management experience
- Ability to inform and inspire cross-functional teams
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Why Join Opticore IT?
Tell us more
We invest in our team because our engineers make us succeed. Opticore IT offers:
✅ Unlimited learning & development—including free ITIL certifications and dedicated training ✅ Future-focused benefits—including technology stipends and cycle-to-work schemes
💰 Salary + discretionary bonus 📅 30+ days holiday (23 paid + UK banking holidays) 🏥 Private healthcare & dental 💳 Pension contributions 🚗 Electric vehicle salary sacrifice 👶 Workplace nursery support
We Embrace Difference
Opticore IT is committed to equality and diversity. We actively hire an inclusive workforce and adapt our recruitment process to accommodate all needs. Simply speak with our recruitment team if you require adjustments.
Apply now—your empowerment starts here.
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