Pearson Whiffin Recruitment Group
Senior Service Delivery Manager
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Service Delivery Manager – Technology
We’re looking for an experienced and commercially aware Service Delivery Manager to join our Technology team and take ownership of end-to-end technology service delivery for a key internal business unit.
This is a high-impact role for someone who thrives on building strong stakeholder relationships, improving service performance and turning data, insight and customer feedback into meaningful change.
You’ll act as the single point of escalation, ensuring services are delivered consistently against agreed SLAs while balancing customer expectations, available resources and commercial priorities.
- Own the end-to-end delivery of Technology services for an allocated business unit, including Incident, Problem and Service Request management.
- Build trusted, collaborative relationships with business stakeholders and technology suppliers.
- Monitor and improve SLA performance, service quality and customer satisfaction.
- Lead communication and coordination during Incidents and Major Incidents, including participation in the Technology escalation rota.
- Produce high-quality Monthly Service Reviews, Incident/Major Incident reports and management information.
- Use data, trends, customer feedback and previous incidents to identify opportunities for service improvement.
- Work closely with Project and Delivery teams to ensure new or changed services are successfully transitioned into production.
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- Service Delivery professional who can operate confidently between technical teams, suppliers, senior stakeholders and business leaders.
- Strong experience in IT Service Delivery within a complex technology environment.
- A proven track record of managing SLAs, Incidents, Problems and service performance.
- Excellent stakeholder management and communication skills, with the confidence to engage at senior levels.
- Experience managing Major Incidents and operating effectively under pressure.
- A data-driven approach, with the ability to turn MI and service trends into actionable improvements.
- Strong organisational and prioritisation skills, with the ability to balance competing customer, resource and commercial demands.
- Experience of working through matrix management structures and influencing teams without direct line-management authority.
- A genuine passion for continuous improvement, quality and customer experience.
- The ability to challenge constructively, solve problems systematically and build collaborative relationships across Technology and the wider business.
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