Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to ensure smooth operation of Pega applications and resolve incidents efficiently.
- Company: Join ai4Process, a dynamic consultancy transforming businesses with AI-powered automation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing business workflows in various sectors.
- Qualifications: Experience with Pega applications and strong ITIL knowledge required.
- Other info: Collaborative environment focused on continuous improvement and career development.
The predicted salary is between 36000 - 60000 £ per year.
ai4Process is a London‑based digital automation and intelligent process transformation consultancy founded in 2019. The company delivers AI‑powered process and automation solutions using leading low‑code and intelligent automation tools, including Pega Infinity™ and SS&C Blue Prism™, to help organisations modernise, automate and improve their business workflows. It supports clients across consulting and delivery, talent development and training, and product innovation — with a global team of experienced consultants focused on high‑quality execution and real‑world impact across sectors such as financial services, insurance, utilities and the public sector.
About the Role
The Pega Service Manager is responsible for overseeing the day-to-day operation, stability, and performance of Pega applications in one or more clients’ production environments. This role leads the Production Support function on an account, ensuring service levels are met, incidents are resolved efficiently, and problems are addressed through proactive and structured processes aligned with ITIL best practices.
Responsibilities
- Lead and manage the Production Support team responsible for maintaining Pega applications on behalf of one or more of our clients.
- Monitor, measure, and report on service performance, SLAs, and operational KPIs.
- Ensure timely response to incidents, with clear communication to stakeholders throughout the lifecycle.
- Oversee problem management processes to identify root causes, drive corrective actions, and reduce recurrence.
- Coordinate and manage operational reviews, incident postmortems, and continuous improvement activities.
- Apply ITIL principles to ensure structured and efficient incident, problem, and change management.
- Serve as the escalation point for complex or high priority incidents impacting Pega services.
- Facilitate root cause analysis sessions and ensure follow up actions are implemented.
- Collaborate with technical teams to plan and govern changes to production Pega systems, ensuring minimal risk and maximum stability.
- Provide regular service reports to ai4process leadership and client stakeholders, including trends, risks, and improvement plans.
- Build strong relationships with client stakeholders to ensure transparent and effective service delivery.
- Communicate service status, risks, and operational considerations clearly and proactively.
- Drive enhancements to monitoring, alerting, and support processes for Pega platforms.
- Champion best practices for incident prevention and service reliability.
- Ensure documentation, runbooks, and operational procedures are maintained and continuously improved.
- Complete internal ai4process compliance and administration requirements on‑time and to the required standards (e.g. Policy acceptance, timesheets, profiles).
- Lead by example and encourage colleagues to follow ai4process compliance and administration requirements on‑time and to the required standards.
Qualifications
- Strong experience working with Pega applications in a Production Support or Service Management capacity.
- Solid understanding of ITIL principles with hands on experience in Incident, Problem, and Change Management.
- Experience leading technical support teams in a high availability, enterprise environment.
- Ability to analyse service performance data and produce meaningful insights and reports.
- Excellent communication, stakeholder management, and leadership skills.
- Strong problem solving abilities with a focus on stability and continuous improvement.
Required Skills
- Strong experience working with Pega applications in a Production Support or Service Management capacity.
- Solid understanding of ITIL principles with hands on experience in Incident, Problem, and Change Management.
- Experience leading technical support teams in a high availability, enterprise environment.
- Ability to analyse service performance data and produce meaningful insights and reports.
- Excellent communication, stakeholder management, and leadership skills.
- Strong problem solving abilities with a focus on stability and continuous improvement.
Preferred Skills
- ITIL Foundation, Intermediate, or Practitioner certification.
- Experience with Pega platform monitoring and diagnostic tooling.
- Familiarity with Agile and DevOps practices.
- Experience supporting mission-critical or customer facing systems.
Pega Service Delivery Manager employer: ai4process
Contact Detail:
ai4process Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Pega Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with Pega or in service delivery roles. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by diving deep into ITIL principles and Pega applications. We recommend practising common interview questions and scenarios related to incident management and problem-solving. Show them you know your stuff!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and expertise. Use our website to find roles that excite you, and tailor your approach to each one. Quality over quantity, folks!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role and the company. Let’s make sure they remember you!
We think you need these skills to ace Pega Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Pega Service Delivery Manager role. Highlight your experience with Pega applications and ITIL principles, as these are key for us. Use specific examples that showcase your skills in service management and problem-solving.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with our mission at ai4Process. Be sure to mention any relevant experience leading technical support teams or managing incidents.
Showcase Your Communication Skills: Since this role involves a lot of stakeholder management, make sure to demonstrate your excellent communication skills in your application. Whether it's through your CV or cover letter, show us how you effectively communicate service status and risks.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at ai4process
✨Know Your Pega Inside Out
Make sure you brush up on your knowledge of Pega applications and their functionalities. Be ready to discuss your hands-on experience with Pega in a Production Support role, as well as any specific incidents you've managed. This will show that you’re not just familiar with the platform but can also handle real-world challenges.
✨Master ITIL Principles
Since the role heavily involves ITIL best practices, it’s crucial to understand Incident, Problem, and Change Management thoroughly. Prepare examples from your past experiences where you applied these principles effectively. This will demonstrate your capability to lead structured processes and improve service delivery.
✨Showcase Your Leadership Skills
As a Pega Service Delivery Manager, you'll be leading a team. Think of instances where you’ve successfully managed a team or project, especially in high-pressure environments. Highlight your communication skills and how you’ve built strong relationships with stakeholders to ensure effective service delivery.
✨Prepare for Problem-Solving Scenarios
Expect to face questions that assess your problem-solving abilities. Prepare to discuss specific challenges you’ve encountered in previous roles, how you approached them, and what the outcomes were. This will help illustrate your focus on stability and continuous improvement, which is key for this position.