N Consulting Global
Service Delivery Manage
London
Posted about 20 hours ago
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Job Description: Service Delivery Manager (Retail Operations Must)
Role Overview
We are seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client. This role is responsible for ensuring high-quality service delivery, operational stability, and continuous improvement across business-critical services. The ideal candidate will bring strong expertise in service management, ITIL practices, client stakeholder management, operational excellence, financial operations, and third-party/vendor coordination to deliver excellent customer outcomes.
Key Responsibilities
Service Operations Management
- Manage day-to-day service operations for the retail client, ensuring service stability, reliability, and performance.
- Ensure services are delivered in line with agreed SLAs, KPIs, and contractual commitments.
- Oversee incident, problem, change, and request management processes in alignment with ITIL best practices.
- Act as the escalation point for major service issues and coordinate timely resolution across the service operational window.
Client & Stakeholder Management
- Serve as the primary point of contact for client stakeholders on service delivery, service performance, and operational priorities.
- Build and maintain strong relationships with business, IT, and operational stakeholders.
- Conduct regular service review meetings to present service metrics, risks, ongoing issues, and improvement plans.
- Ensure a high level of customer satisfaction through proactive communication and service governance.
Service Management & Governance
- Implement and manage ITIL-based service management processes across the account.
- Establish governance frameworks to monitor service quality, compliance, and operational effectiveness.
- Track service performance and drive corrective and preventive actions when service levels are at risk.
- Chair WSRs, MSRs, and QBRs as required with key client stakeholders
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Operational Excellence
- Identify and drive opportunities to improve service quality, efficiency, and productivity.
- Lead initiatives focused on process optimization, standardization, automation, and best practices.
- Use operational data and service trends to reduce recurring issues and improve service outcomes.
Continuous Service Improvement
- Lead continuous service improvement (CSI) initiatives to enhance service delivery and customer experience.
- Analyze service performance data, customer feedback, and root causes to identify improvement opportunities.
- Able to interpret data and derive insights from operational data
- Define, implement, and track improvement plans with measurable outcomes.
Financial Operations & Commercial Management
- Manage finance-related operational tasks such as invoicing, billing coordination, financial tracking, and supporting budget governance for the account.
- Ensure accuracy and timeliness of invoicing in coordination with internal finance teams and client stakeholders.
- Monitor commercial commitments, cost performance, and financial impacts related to service delivery.
- Support contract and financial discussions by providing operational inputs, forecasts, and service consumption details.
Third-Party & Vendor Management
- Work closely with third-party vendors, partners, and suppliers to ensure seamless service delivery to the customer.
- Manage vendor performance against agreed service levels, deliverables, and contractual obligations.
- Coordinate across internal teams and external partners to resolve operational issues and improve end-to-end service quality.
- Build effective working relationships with third parties to ensure alignment, accountability, and service excellence.
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Team Leadership & Coordination
- Coordinate with internal delivery teams, support teams, and external providers to ensure smooth service operations.
- Provide leadership, oversight, and direction during service escalations and operational challenges.
- Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
Required Skills & Qualifications
- 12–15 years of experience in service delivery, service management, or operations management.
- Experience of managing projects with infrastructure and applications support is mandatory
- Proven experience managing service operations for retail clients or retail technology environments across infra and applications preferred
- Strong knowledge of ITIL service management practices.
- Hands-on experience in client stakeholder management, service governance, and operational reporting.
- Experience handling financial operations such as invoicing, billing coordination, and budget-related activities within service delivery.
- Strong experience working with third-party vendors and external service providers.
- Demonstrated ability to drive operational excellence and continuous service improvement initiatives.
- Excellent communication, stakeholder management, and problem-solving skills.
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Skills
Service Delivery
Service Management
Operations Management
ITIL Practices
Client Stakeholder Management
Operational Excellence
Financial Operations
Vendor Management
Incident Management
Problem Management
Change Management
Request Management
Continuous Improvement
Communication
Problem-Solving
Data Analysis
Location