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Service Delivery Manager
Job Title: Director-Level Leader in Service Delivery
We are seeking a Director-level leader with end-to-end accountability for service quality, operational improvement, and experience outcomes across Service Delivery to join our Service Delivery function and own the identification, shaping, and delivery of high-impact service and operational improvements across technology, operations, and client delivery.
This role is accountable for turning insight into action, using client, service, technology, and operational data to drive measurable improvements in reliability, experience, efficiency, and profitability. The focus is on driving realized outcomes that drive measurable impact. Collaborating closely with senior leaders across Service Delivery, Service Management, Technical Operations, Incident Response, Engineering, and Product, this role will align stakeholders, lead change across boundaries, and ensure improvements are embedded into day-to-day ways of working. The role will also support client-facing teams and, where appropriate, contribute directly to client engagement.
The Role
1. Outcome Ownership & Service Improvement Leadership
- Accountable for defining, prioritizing, and delivering cross-functional service and experience improvements, with clear ownership of outcomes and benefits realization.
- Convert complex insight (incidents, reliability gaps, client feedback, operational friction) into clear priorities, executable plans, and defined success measures.
- Maintain a relentless focus on business impact and realized benefits, not task completion.
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2. Cross-Functional Alignment & Change Leadership
- Function as the senior authority for service improvement, aligning leaders, resolving trade-offs, and making decisions where ownership spans multiple functions.
- Facilitate decision-making, resolve ambiguity, and maintain momentum where ownership spans multiple teams, unblocking decisions and sustaining momentum.
- Ensure improvements are fully embedded into BAU operations and ways of working, not delivered as standalone initiatives.
3. Strategic Improvement & Transformation Enablement
- Design and coordinate structured improvement initiatives that strengthen operational resilience, business continuity, service reliability and risk, and client experience and efficiency.
- Introduce and embed pragmatic improvement frameworks and governance that scale with organizational maturity.
- Challenge existing processes, tooling, and approaches constructively and champion a culture of continuous improvement and accountability.
4. Data-Led Insight & Performance Transparency
- Discover, generate, manage, and use operational and service performance data to identify systemic issues, prioritize interventions, and validate impact.
- Define and track meaningful performance indicators that demonstrate reliability and experience improvement, reduction in recurring issues, and service stability.
- Provide clear, executive-ready reporting that enables informed decision-making and builds confidence in progress.
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5. Programme Coordination & Delivery Discipline
- Apply proportionate programme and project management practices to structure delivery, manage dependencies, and mitigate risk.
- Track progress against agreed outcomes, benefits, and timelines, ensuring transparency without overengineering governance.
- Drive teams in translating strategic intent into executable, sequenced activity.
6. Communication, Engagement & Capability Uplift
- Develop clear, outcome-focused communications that articulate the “why,” the expected impact, and behavioural implications of change as well as technological.
- Facilitate workshops, forums, and retrospectives that surface insight and reinforce accountability.
- Drive capability uplift within service and operational teams to sustain improvements long term.
7. Service Delivery Leadership Support
- Take on additional leadership, operational, or transformation responsibilities aligned to organizational priorities, including oversight or leadership of critical operational or governance functions, as required.
- Represent Service Delivery in executive, client, and cross-functional forums.
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