Service Delivery Manager (Retail Operations must) in London

We are seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client. This role is responsible for ensuring high-quality service delivery, operational stability, and continuous improvement across business-critical services. The ideal candidate will bring strong expertise in service management, ITIL practices, client stakeholder management, operational excellence, financial operations, and third-party/vendor coordination to deliver excellent customer outcomes.

Key Responsibilities

• Manage day-to-day service operations for the retail client, ensuring service stability, reliability, and performance.
• Ensure services are delivered in line with agreed SLAs, KPIs, and contractual commitments.
• Oversee incident, problem, change, and request management processes in alignment with ITIL best practices.
• Act as the escalation point for major service issues and coordinate timely resolution across the service operational window.
• Serve as the primary point of contact for client stakeholders on service delivery, service performance, and operational priorities.
• Build and maintain strong relationships with business, IT, and operational stakeholders.
• Conduct regular service review meetings to present service metrics, risks, ongoing issues, and improvement plans.
• Ensure a high level of customer satisfaction through proactive communication and service governance.
• Implement and manage ITIL-based service management processes.