Peaple Talent
Service Delivery Manager
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Service Delivery Manager | Bristol (Hybrid weekly) | £65,000
Peaple Talent is partnering with a global technology organisation that delivers innovative SAAS solutions to customers across multiple industries. As the business continues to expand its cloud and SaaS operations capability, they are looking for a Service Delivery Manager to take ownership of the operational delivery, performance, and customer success of their SaaS product portfolio.
This is an excellent opportunity to join a growing technology function in a highly visible leadership role, acting as the primary operational owner for critical SaaS products while ensuring service excellence, customer satisfaction, and operational resilience.
What You’ll Bring
- Proven experience in a Service Delivery Manager, IT Service Manager, SaaS Operations, or customer-facing technical delivery role
- Experience managing production SaaS or cloud-based environments, including incident, problem, and operational management
- Strong understanding of IT Service Management frameworks and ITIL best practices
- Experience managing Service Level Agreements (SLAs), KPIs, and service performance reporting
- Ability to act as the primary escalation point for customers and internal stakeholders
- Strong customer relationship management skills with the ability to communicate technical concepts to non-technical audiences
- Experience coordinating incident management, root cause analysis, and service improvement activities
- Understanding of service transition, change management, and release processes
- Experience working closely with support, operations, infrastructure, and product teams
- Strong analytical, organisational, and problem-solving skills
- Ability to manage multiple priorities, customers, and services simultaneously
- Excellent stakeholder management and communication skills
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Nice to Have
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- ITIL Foundation, ITIL Practitioner, or equivalent Service Management certification
- Experience working within SaaS product organisations or software vendors
- Exposure to cloud platforms such as Microsoft Azure or AWS
- Experience with compliance frameworks including ISO 27001, SOC 2, or GDPR
- Experience conducting customer service reviews and presenting operational performance metrics
- Understanding of capacity planning, service resilience, and operational readiness processes
- Experience managing third-party suppliers and vendor relationships
- Knowledge of security incident management and compliance requirements
If you’re an experienced Service Delivery professional looking to take ownership of critical SaaS services and play a key role in delivering exceptional customer outcomes, we’d love to hear from you.
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