Ness Digital Engineering
Service Delivery Manager (UK)
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Service Delivery Manager (UK)
Service Delivery Manager
Why Ness
We know that people are our greatest asset. Our staff’s professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world’s leading technology companies. As a Ness employee, you’ll be working on products and platforms for some of the most innovative software companies globally.
You’ll gain valuable experience working alongside highly skilled professionals, accelerating your career progression. Enjoy an array of benefits:
- Access to trainings and certifications
- Bonuses and aids
- Socializing activities
- Attractive compensation
About the Role
The Service Delivery Manager plays a crucial role in ensuring smooth service operations, maintaining customer satisfaction, and supporting scalable, high-quality service delivery.
Responsibilities
Core Responsibilities
- Client Satisfaction
- Focus on meeting client expectations, resolving issues, and ensuring services align with Service Level Agreements (SLAs) and relevant Operational Level Agreements (OLAs).
- Build strong relationships with internal clients to understand and fulfil their needs while acting as a bridge between technology teams and stakeholders.
- Foster trust and effective communication between technical and business teams.
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Relationship Management
- Oversee client relationships, coordinate with project teams as needed, and collaborate across technology and business operations.
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Continuous Improvement
- Identify and drive improvement initiatives within service delivery.
- Promptly resolve customer issues while collaborating with other teams in Site Reliability Engineering (SRE).
- Ensure seamless service delivery by working closely with stakeholders.
Key Tasks
- Gather and analyse customer requirements, SLAs, and communicate them to Ratings Services owners at regular intervals.
- Monitor service quality through frequent status reviews and dialogues, ensuring feedforward control alignment with Ratings Technology and Business stakeholders.
- Respond to escalations and improve services through strategic initiatives.
- Review, plan, and communicate the impact of projects/services on end-user delivery.
- Capture and close incidents and problem tasks effectively when necessary.
- Provide periodic major incident metrics reports to stakeholders.
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Requirements
Essential Skills & Experience
- Proven stakeholder management skills, including working with diverse partners (e.g., subject matter experts, functional leads, departmental heads, executives).
- Experience managing business-as-usual (BAU) activities, changes, and projects across global locations, particularly in Rating Services and Corporate Services.
- Strong ability to interpret and meet SLAs, alongside escalation management.
- Effective communication and leadership to foster alignment across technical and business teams.
A Note on Fit
Ness values growth and adaptability. If this role resonates with you—even if you don’t meet every bullet point—we encourage you to apply anyway. Many successful candidates have been a great fit despite not ticking all boxes.
Why Join Ness Digital Engineering?
At Ness Digital Engineering, we’re committed to fostering a workplace culture rooted in diversity, inclusion, and authenticity. Take the next step—join us, and be the right candidate for the future.
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