At a Glance
- Tasks: Lead IT service delivery and improve customer experience across global operations.
- Company: Dynamic tech company with a focus on innovation and collaboration.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Join a fast-paced environment with excellent career advancement opportunities.
- Why this job: Make a real impact in IT service management while working with global teams.
- Qualifications: Experience in IT service delivery and strong stakeholder management skills.
The predicted salary is between 60000 - 75000 £ per year.
Reports to: IT Operations Director
Location: London, UK (global remit across the UK, US and international operations)
Office attendance: Minimum three days per week in the Central London office. Applicants must live within a practical and sustainable commuting distance.
Role Purpose
The Service Delivery Manager is responsible for the operational management, governance and continual improvement of IT support services delivered through the organisation’s outsourced global helpdesk managed services partner. The role owns service performance, supplier accountability, customer experience and service integration across IT Operations and third-party partners. Working closely with Infrastructure, InfoSec, Enterprise Services, CRM, Product & Technology and business stakeholders, the Service Delivery Manager will ensure services meet business needs and continue to mature through clear governance, insight-led improvement and strong operational leadership. The role will develop the IT Operations Service Delivery capability, embed effective ways of working and improve service quality across people, processes, technology and customer experience.
Key Responsibilities
- Service Delivery, Supplier Management & Integration
- Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures.
- Act as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents.
- Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate.
- Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers.
- Define clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes.
- Drive stable, resilient and consistent service delivery across all supported regions.
- Service Improvement, Customer Experience & Knowledge
- Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme.
- Improve service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency.
- Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost.
- Champion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities.
- Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance.
- Promote a service-focused culture across IT Operations and supplier teams.
- Governance, Reporting & Stakeholder Management
- Establish and maintain governance forums, service standards, operational policies and performance measures.
- Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance.
- Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums.
- Build trusted relationships with senior business stakeholders, IT leadership and supplier teams.
- Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement.
- Service Introduction & Operational Readiness
- Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support.
- Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live.
- Capture lessons learned from service introductions and embed improvements into future delivery.
- Operational Risk & Resilience
- Identify service risks, dependencies and potential points of failure.
- Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities.
Skills, Knowledge and Expertise
- Experience
- Significant experience in IT Service Delivery or Service Management environments.
- Proven experience managing outsourced Helpdesks and holding suppliers accountable for performance.
- Experience improving service performance through governance, reporting, supplier management and continual improvement.
- Experience developing service management capability, operational processes and performance frameworks.
- Experience working with global teams, multiple time zones and senior stakeholders.
- Knowledge & Expertise
- Strong knowledge of ITIL 4 or 5 service management principles and practical application.
- Understanding of the SDI Service Desk Best Practice Standard.
- Experience defining KPIs, SLAs, OLAs and customer experience measures.
- Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement.
- Experience using ITSM platforms, service reporting and performance analytics.
- Leadership & Behavioural Skills
- Excellent written and verbal communication skills.
- Strong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams.
- Customer and service focused, with a clear understanding of how IT support affects user productivity and business performance.
- Calm, structured and decisive when managing service issues, escalations and competing priorities.
- Highly organised, proactive and comfortable working in a fast-paced global environment.
- Preferred Certifications
- ITIL 4 Foundation (essential)
- ITIL 4 Managing Professional or Strategic Leader (essential)
- Lean Six Sigma Yellow Belt or Green Belt (desirable)
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Centellic values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Centellic might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Centellic!
✨Direct Apply to Centellic
Let's not forget to apply directly through the Centellic website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Centellic.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Centellic. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Centellic
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
