At a Glance
- Tasks: Manage service delivery and improve performance across data and analytics platforms.
- Company: Join Compass Group UK & Ireland, a leader in food and support services.
- Benefits: Enjoy a people-first culture, career growth, healthcare support, and lifestyle discounts.
- Other info: Opportunities for high-impact projects and continuous improvement initiatives.
- Why this job: Be part of a forward-thinking team driving innovation in a complex business environment.
- Qualifications: 3-5 years in service delivery, experience with data platforms, and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Location: UK (Flexible with some travel as required)
Company: Compass Group UK & Ireland
Join Compass Group UK & Ireland, the nation's leading provider of food and support services. Serving millions across education, healthcare, defence, sports & leisure, and business & industry sectors, we're committed to innovation and continually enhancing our digital and data capabilities to deliver exceptional customer experiences.
We're seeking an experienced and service-driven Service Delivery Manager (SDM) to oversee the performance and continuous improvement of our Data & Analytics services. You'll be instrumental in ensuring reliable, high-quality service delivery across our modern data ecosystem, including platforms like Informatica, Amazon Redshift, Microsoft Fabric, Power BI, and PowerApps.
This role is perfect for someone passionate about operational excellence, skilled in stakeholder management, and experienced in managing outsourced partners and ITSM processes (e.g., TOPdesk).
Key Responsibilities- Own and manage end-to-end service delivery and operational performance across data and analytics platforms.
- Lead the relationship with our outsourced support provider, ensuring consistent service levels and timely resolution of issues.
- Oversee the incident and request lifecycle via TOPdesk - triaging, prioritising, communicating, and tracking through resolution.
- Act as the primary escalation point for critical issues; coordinate root cause analysis and preventative actions.
- Define, monitor, and report on service KPIs and SLAs (e.g. availability, ticket resolution, user satisfaction).
- Deliver regular performance reviews with key stakeholders and lead initiatives to address feedback and improve user experience.
- Drive a culture of continuous service improvement - identifying recurring issues, automation opportunities, or process gaps.
- Collaborate with product/platform owners across ETL, data warehousing, analytics, and low-code tools to ensure service alignment.
- Maintain service documentation, knowledge bases, and playbooks for internal and external teams.
- Promote a user-focused, service-oriented culture within the wider data team.
- Support vendor management and audit readiness in collaboration with the Head of Data Platforms.
- 3-5 years' experience in service delivery, operations, or IT support management, ideally within data or analytics environments.
- Proven experience managing third-party support providers and holding them accountable to SLAs and KPIs.
- Familiarity with modern data platforms:
- Informatica (ETL)
- Amazon Redshift (data warehousing)
- Microsoft Fabric (analytics)
- Power BI (reporting)
- PowerApps (low-code tools)
- TOPdesk or similar ITSM tools
- Track record of defining, measuring, and improving service KPIs/SLAs.
- Process-oriented with strong continuous improvement capabilities.
- Excellent communicator with the ability to translate between technical and non-technical stakeholders.
- Highly organised, detail-focused, and comfortable managing cross-functional workloads.
- ITIL Foundation certification or equivalent.
- Understanding of data governance, data quality, or metadata management.
- Experience with support automation (e.g., using Power Automate).
- Background in hybrid or cloud-native data environments in a business intelligence context.
Why Join Compass? At Compass UK&I, you'll be part of a forward-thinking digital and data team driving innovation across a complex, enterprise-scale business. We offer:
- A collaborative, people-first culture
- Career growth via MyLearning and Career Pathways
- Access to Digital GP and healthcare support for you and your family
- Discounts on leading brands and lifestyle perks
- Opportunities to work on high-impact transformation initiatives
- Be a key player in delivering smarter data services that power the future of Compass.
Apply today!
Service Delivery Manager - Birmingham employer: ESS
At Compass Group UK & Ireland, we pride ourselves on fostering a collaborative and people-first culture that empowers our employees to thrive. As a Service Delivery Manager in Birmingham, you will have access to exceptional career growth opportunities through our MyLearning and Career Pathways, alongside benefits such as healthcare support for you and your family, and discounts on leading brands. Join us in driving innovation within a dynamic digital and data team, where your contributions will play a vital role in shaping the future of our services.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager - Birmingham
✨Tip Number 1
Familiarise yourself with the specific data platforms mentioned in the job description, such as Informatica, Amazon Redshift, and Power BI. Having a solid understanding of these tools will not only boost your confidence but also allow you to speak knowledgeably about them during any discussions.
✨Tip Number 2
Network with professionals already working in service delivery or data analytics roles. Engaging with them on platforms like LinkedIn can provide you with insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss your experience with managing third-party support providers. Be ready to share specific examples of how you've held them accountable to SLAs and KPIs, as this is a key responsibility for the role.
✨Tip Number 4
Showcase your continuous improvement mindset by thinking of examples where you've identified process gaps or automation opportunities in previous roles. This will demonstrate your proactive approach to service delivery, which is highly valued in this position.
We think you need these skills to ace Service Delivery Manager - Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in service delivery and operations, particularly within data and analytics environments. Emphasise your familiarity with the specific platforms mentioned in the job description, such as Informatica and Power BI.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for operational excellence and your experience in managing third-party support providers. Use specific examples to demonstrate how you've improved service delivery in previous roles.
Highlight Key Skills:In your application, clearly outline your skills in stakeholder management, incident resolution, and continuous improvement. Mention any relevant certifications, like ITIL Foundation, to strengthen your application.
Showcase Communication Abilities:Since excellent communication is crucial for this role, provide examples of how you've successfully translated technical information to non-technical stakeholders. This will help demonstrate your ability to bridge gaps between different teams.
How to prepare for a job interview at ESS
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Delivery Manager, especially in the context of data and analytics. Familiarise yourself with the specific platforms mentioned in the job description, such as Informatica and Power BI, so you can discuss your relevant experience confidently.
✨Showcase Your Experience
Prepare to discuss your previous experience managing service delivery and third-party support providers. Be ready to provide examples of how you've met SLAs and KPIs, and how you've driven continuous improvement in service delivery.
✨Communicate Effectively
As an SDM, you'll need to bridge the gap between technical and non-technical stakeholders. Practice explaining complex concepts in simple terms, and be prepared to demonstrate your communication skills during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of examples where you've successfully managed incidents or escalated issues, and be ready to explain your thought process and the outcomes.
