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- Tasks: Lead IT service delivery and manage relationships with external providers for top-notch service.
- Company: Dynamic company focused on IT excellence and stakeholder engagement.
- Benefits: Remote work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Be the key player in enhancing IT services and driving continuous improvement.
- Qualifications: Experience in IT service management and strong communication skills required.
- Other info: Join a collaborative team with a focus on innovation and service excellence.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a strategic Service Delivery Manager (SDM) to lead the governance and performance of our external IT service providers, with a strong emphasis on senior stakeholder engagement. Acting as the single point of escalation for service-related issues, the SDM will build trusted relationships with business leaders across the organization, ensuring that IT services and partners consistently meet expectations and enable business continuity. This role demands a confident communicator who can navigate complex service landscapes, resolve critical issues swiftly, and influence cross-functional teams to drive service excellence and continuous improvement.
Location: Remote - Will require the candidate to commute to our office located at 40 High Street, Street, Somerset, BA16 0EQ for mandatory meetings. This might be every month.
Responsibilities:
- Own escalation management for service issues raised by providers or senior business stakeholders.
- Build and maintain trusted relationships with business leadership teams dependent on IT services.
- Provide regular performance insights and recommendations to senior IT and business stakeholders.
- Define, measure, and report on IT service partner performance against contractual KPIs and SLAs.
- Manage partner contracts to ensure services remain within budget and scope, delivering expected value.
- Lead continuous improvement initiatives to enhance service quality, efficiency, and ways of working.
- Collaborate with internal IT service managers (e.g., Change, Configuration) to safeguard service stability.
- Ensure IT service partners remain compliant with IT service management processes and governance.
- Support major incident management and post-incident reviews to drive accountability and learning.
Qualifications:
- ITIL Managing Professional (or equivalent advanced ITIL qualification).
- Demonstrated ability to manage senior stakeholder relationships and communications.
- Proven experience in defining and reporting on SLAs and KPIs.
- Hands-on experience with IT Service Management tools (e.g., IFS Assyst, ServiceNow, or equivalent).
- Strong background in contract management and IT financial operations.
- Expertise in major incident management and escalation handling.
- Experience working with third-party IT service providers in a complex, multi-vendor environment.
- Skilled in relationship management and driving service excellence through collaboration.
- Experience in Retail IT operations, with a strong understanding of service dependencies in store environments.
- Experience supporting eCommerce operations and digital service platforms.
- Familiarity with SAP ERP systems and their role in enterprise service delivery.
- Experience working with multiple cloud providers across both SaaS and IaaS models with a focus on service management, performance oversight, and operational integration.
This document describes the general nature and level of work only. It is not designed to cover an exhaustive list of all skills, activities, duties or responsibilities that are required of the employee for this job. Other activities, duties, and responsibilities may be added at any time. This description may be changed at the company’s discretion at any time, with or without notice.
Service Delivery Manager employer: Clarks group
Contact Detail:
Clarks group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to service delivery and stakeholder management. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your expertise! Bring examples of how you've managed service issues or improved performance in past roles. We want to see your problem-solving skills in action, so be ready to share those success stories.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience with IT service management, stakeholder engagement, and any relevant qualifications like ITIL. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills: As a confident communicator, it's essential to demonstrate this in your written application. Use clear and concise language, and don't shy away from sharing examples of how you've successfully navigated complex service landscapes or resolved critical issues in the past.
Highlight Your Relationship Management Experience: Building trusted relationships is key for this role. In your application, share specific instances where you've managed senior stakeholder relationships or collaborated with cross-functional teams to drive service excellence. We love seeing real-life examples!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and let us know why you’d be a great fit!
How to prepare for a job interview at Clarks group
✨Know Your Stakeholders
Before the interview, research the company’s key stakeholders and their roles. Understanding who you’ll be working with will help you tailor your responses and demonstrate your ability to build trusted relationships, which is crucial for a Service Delivery Manager.
✨Showcase Your ITIL Knowledge
Since the role requires an ITIL Managing Professional qualification, be prepared to discuss how you've applied ITIL principles in past roles. Share specific examples of how you've managed service delivery, defined SLAs, or handled escalations to show your expertise.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage service issues. Think of examples where you successfully resolved conflicts or improved service quality, and be ready to explain your thought process and the outcomes.
✨Demonstrate Financial Acumen
As the role involves managing partner contracts and ensuring services remain within budget, be ready to discuss your experience with IT financial operations. Highlight any relevant metrics or achievements that showcase your ability to deliver value while managing costs.
