AbsoluteLabs
Service Delivery Manager
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About the Role
AbsoluteLabs is looking for an experienced Service Delivery Manager to lead and manage client-facing technology service delivery engagements. This role will be responsible for ensuring the successful delivery of support, maintenance, enhancement, and operational services across key client accounts.
Key Responsibilities
Client Engagement & Relationship Management
- Serve as the primary contact for assigned client accounts.
- Build and maintain strong relationships with client stakeholders.
- Lead regular service reviews, governance meetings, and status updates.
- Ensure high levels of customer satisfaction and service excellence.
- Manage escalations and drive issues through to resolution.
Service Delivery Management
- Own end-to-end service delivery across client engagements.
- Ensure support tickets, incidents, service requests, and enhancements are managed effectively.
- Monitor and report on SLAs, KPIs, and service performance.
- Drive continuous service improvements and operational efficiencies.
- Coordinate service transition activities and onboarding of new projects into support.
Offshore Team Management
- Manage and coordinate offshore delivery and support teams.
- Prioritise workloads and ensure timely resolution of client issues.
- Monitor team performance and delivery quality.
- Facilitate collaboration between onshore and offshore teams.
- Ensure appropriate resource planning and utilization.
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Incident, Defect & Change Management
- Oversee the resolution of production issues, defects, bugs, and system errors.
- Ensure root cause analysis and preventative measures are implemented.
- Manage change requests and enhancement delivery processes.
- Coordinate testing, deployment, and release activities.
Reporting & Governance
- Prepare service reports and executive-level updates.
- Track risks, issues, dependencies, and mitigation plans.
- Maintain service documentation, processes, and governance frameworks.
- Support audits and compliance requirements where applicable.
Required Skills & Experience
- 8+ years of experience in Technology Service Delivery, Application Support, or Managed Services.
- Lead end-to-end project delivery, ensuring scope, timelines, budget, and quality objectives are met.
- Manage project plans, risks, dependencies, and stakeholder communications to ensure successful outcomes.
- Proven experience managing client-facing service delivery engagements.
- Experience managing offshore delivery and support teams.
- Strong background in:
- Incident Management
- Problem Management
- Change Management
- Service Governance
- SLA & KPI Management
- Experience working with ticketing systems such as Jira, ServiceNow, Zendesk, or similar.
- Strong stakeholder management and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working within Agile and ITIL-based delivery models.
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Preferred Skills
- Experience with Salesforce, MuleSoft, CRM platforms, or enterprise application support.
- Experience supporting digital transformation or technology consulting engagements.
- ITIL Foundation or related service management certification.
- Experience working within consulting or systems integration environments.
What's on Offer
- Competitive and equitable compensation and benefits package.
- Flexible hybrid working model based in London.
- Opportunities to work on a broad range of AI and Data Strategy initiatives.
- Clear pathways for career progression and professional development within a well-established, rapidly growing consultancy.
- A people-centric culture that values flexibility, wellbeing, and work-life balance.
If you are interested in this opportunity, or would like to refer someone in your network, please feel free to share their resume with us. We would be happy to review their profile and discuss the next steps.
Regards
Anita
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