Service Delivery Manager

Service Delivery Manager

Managed Services

Location: London (Hybrid) 2 days a week in our clients London office in Marylebone area and occasional presence in our Reading office.

The Service Delivery Manager plays a pivotal role in managing and enhancing the delivery of IT services to clients within Ultima. The SDM ensures service levels are consistently met, client satisfaction remains high, and operational efficiency is maintained.

The role acts as the main point of contact for client escalations, service reviews, and continuous improvement initiatives.

SDM’s are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDM’s also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.

MAIN DUTIES AND RESPONSIBILITES:

Client Relationship Management

• Serve as the primary point of contact for assigned clients regarding service delivery matters.
• Conduct regular service reviews, ensuring SLAs, KPIs, and satisfaction metrics are met.
• Build trust with clients by proactively identifying areas for service improvement and innovation.

Service Performance & Delivery

• Monitor, manage, and report on service delivery performance (SLAs, ticket resolution times, availability, etc.).
• Work with internal teams (e.g., NOC, Helpdesk, Projects) to ensure coordinated and high-quality service.
• Own incident and problem management processes for critical or recurring issues.

Process & Continuous Improvement

• Identify service delivery gaps and lead initiatives to optimize operational processes.
• Ensure compliance with ITIL practices and documentation standards.
• Contribute to change and release management planning in coordination with technical teams.

Escalation & Risk Management

• Act as the escalation point for client issues and drive resolution in collaboration with internal stakeholders.
• Identify service delivery risks and proactively mitigate them.

Reporting & Analysis

• Deliver regular service performance reports and dashboards to both clients and internal leadership.
• Analyse service trends and recommend data-driven improvements.

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE:

• Minimum ITIL V4 certification.
• Minimum 4 years’ experience in an externally facing SDM role or equivalent
• Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
• Extensive experience in delivering successful CSI initiatives.
• Excellent communication, customer presentation and customer relationship building skills.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE:

• ITIL certification.
• Technical experience with supporting corporate IT environments
• Prior experience in Incident or Problem Management.
• Service Now Tooling Experience

KEY COMPETENCIES REQUIRE FOR ROLE

• Achievement Focus – Driving oneself to achieve, being self-motivated and being seen as determined and committed.
• Decision Taking and Risk Management – Willingness to take difficult decisions, confidence in decision making and attitude to risk.
• Impression Management – Making an impact on others, establishing credibility with them, making a favourable impression.
• Self-Control – Maintaining calm under pressure, remaining patient and logical at all times, not allowing oneself to be deflected.
• Integrity – Fair, honest and diplomatic behaviour. Consistent and discreet in dealing with other people.
• Managing Change – Anticipating and handling colleagues reactions to change and helping them to accommodate it.