IMS Group
Service Delivery Manager
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Job Title: Service Delivery Manager
Location: Remote (UK) with travel to Luton 2-3 times per month (expenses covered).
Role Overview:
We are seeking an experienced Service Delivery Manager to oversee the delivery of managed services for a large-scale, business-critical digital platform operating in a high-availability environment.
This role combines elements of Service Delivery Management, Stakeholder Management, and Project Coordination, requiring someone who can take ownership of service governance, performance management, process improvement, and cross-functional delivery across multiple teams and suppliers. The successful candidate will act as the primary point of contact for service-related matters, ensuring operational excellence, service stability, and alignment between business objectives and delivery outcomes.
Key Responsibilities:
Service Delivery & Governance
- Establish and maintain effective service governance frameworks.
- Ensure service management processes are followed consistently, aligned with ITIL best practices.
- Lead regular service reviews and governance meetings with stakeholders.
- Drive continuous service improvement initiatives.
Service Performance & Reporting
- Monitor and report on service performance, SLAs, KPIs, and operational metrics.
- Identify service risks, trends, and opportunities for improvement.
- Produce clear reporting and insights for business and technical stakeholders.
- Ensure contractual service commitments are met.
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Stakeholder Management
- Build strong relationships with customer stakeholders, delivery teams, and third-party suppliers.
- Act as the main escalation point for service-related issues.
- Communicate service performance, risks, incidents, and improvements effectively.
- Align business priorities with service delivery outcomes.
Incident, Problem & Change Management
- Ensure effective incident, problem, and change management processes.
- Coordinate major incident responses and facilitate timely resolution.
- Drive root-cause analysis and long-term corrective actions.
- Maintain service stability across business-critical systems.
Multi-Team & Vendor Coordination
- Coordinate delivery across multiple internal teams and external suppliers.
- Manage dependencies across platform, CRM, integrations, and supporting services.
- Standardize processes, escalation routes, ticket management, and service operating models.
- Ensure accountability is clearly assigned and maintained across teams.
Required Experience & Skills:
- Proven experience as a Service Delivery Manager within a managed services environment.
- Strong knowledge of ITIL service management principles.
- Hands-on experience with:
- Incident Management
- Problem Management
- Change Management
- Service Governance
- Experience managing business-critical, high-availability platforms.
- Strong understanding of SLAs, KPIs, service reporting, and operational performance metrics.
- Experience managing multiple stakeholders, suppliers, and delivery partners.
- Ability to operate effectively in complex, multi-vendor environments.
- Excellent communication and stakeholder management skills.
- Strong organizational and prioritization abilities.
- Commercial awareness and understanding of contractual commitments.
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Desirable Experience:
- Exposure to cloud platforms such as AWS or Azure.
- Experience supporting digital, eCommerce, or customer-facing platforms.
- Familiarity with tools such as:
- ServiceNow
- Jira
- Monitoring and reporting platforms
- Experience within travel, aviation, retail, or high-transaction digital environments.
Personal Attributes:
- Strong leadership and relationship-building skills.
- Calm and resilient under pressure.
- Proactive and solution-oriented mindset.
- Data-driven approach to service improvement.
- Ability to navigate complex stakeholder environments.
- Self-motivated and highly accountable.
- Comfortable working in a fast-paced, evolving environment.
Education:
- Degree in Computer Science, Information Technology, or a related discipline, or equivalent industry experience.
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