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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: ITIL certification and experience in managing senior stakeholder relationships required.
- Other info: Join a collaborative environment with potential for career advancement.
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: Clarksoutlet
Contact Detail:
Clarksoutlet 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 handled 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 CV: Make sure your CV speaks directly to 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 background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've managed service delivery and built relationships with stakeholders. We love a good story that showcases your skills!
Showcase Your Communication Skills: As a Service Delivery Manager, strong communication is key. In your application, demonstrate your ability to convey complex information clearly. Whether it's in your CV or cover letter, let us see how you can engage and influence others effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Clarksoutlet
✨Know Your Stakeholders
Before the interview, research the key stakeholders you might be working with. Understand their roles and how they interact with IT services. This will help you demonstrate your ability to build trusted relationships and engage effectively during the interview.
✨Showcase Your Experience with SLAs and KPIs
Be prepared to discuss specific examples of how you've defined, measured, and reported on SLAs and KPIs in previous roles. Highlight any successes or improvements you've driven through these metrics, as this aligns closely with the responsibilities of a Service Delivery Manager.
✨Demonstrate Problem-Solving Skills
Think of a few scenarios where you successfully managed service-related issues or escalations. Be ready to explain your thought process and the steps you took to resolve these challenges. This will showcase your ability to navigate complex service landscapes and drive service excellence.
✨Familiarise Yourself with ITSM Tools
Since hands-on experience with IT Service Management tools is crucial, brush up on the tools mentioned in the job description, like ServiceNow or IFS Assyst. If you have experience with similar platforms, be sure to mention it and discuss how you used them to enhance service delivery.
