At a Glance
- Tasks: Lead a dynamic team to deliver top-notch Application Management Services and drive continuous improvement.
- Company: Join a forward-thinking company in the heart of London with a hybrid work model.
- Benefits: Enjoy competitive salary, flexible working, and opportunities for professional growth.
- Other info: Be part of a culture that values collaboration, accountability, and operational excellence.
- Why this job: Make a real impact by managing innovative projects and enhancing service delivery.
- Qualifications: 12+ years in IT service delivery with strong leadership and stakeholder management skills.
The predicted salary is between 60750 - 74250 £ per year.
Job Location
London, UK (Hybrid)
Job Type
FTE
Job Description
We are looking for a Senior Service Delivery Manager to lead end-to-end delivery for Application Management Services with a team of approximately 36 resources across development, testing, DBA, Scrum Master, and other technical streams.
The role will be responsible for service governance, stakeholder management, KPI/SLA performance, operational excellence, and continuous improvement.
Key Responsibilities
- Own end-to-end service delivery for the Application Management Services engagement.
- Lead, manage, and coordinate a cross-functional team of approximately 36 resources.
- Oversee delivery across development, testing, DBA, Scrum Master, production support, and related workstreams.
- Ensure achievement of contractual KPIs, SLAs, OLAs, quality targets, and customer commitments.
- Monitor service performance, incidents, problems, changes, releases, risks, and dependencies.
- Conduct regular service reviews with customers and stakeholders.
- Prepare and present operational dashboards, performance reports, governance packs, and improvement plans.
- Act as the primary escalation point for critical incidents, delivery risks, and service issues.
- Drive root-cause analysis and ensure timely implementation of corrective and preventive actions.
- Establish effective governance, communication, escalation, and reporting processes.
- Manage resource planning, utilization, capacity, skill development, and succession planning.
- Coordinate with application, infrastructure, security, vendor, and business teams.
- Ensure adherence to ITIL processes, organizational standards, security requirements, and compliance controls.
- Identify opportunities to improve service quality, productivity, automation, stability, and customer satisfaction.
- Drive continuous improvement initiatives and track benefits realization.
- Support commercial governance, budgeting, invoicing, forecasting, and contract deliverables where applicable.
- Mentor team leads and create a culture of accountability, collaboration, and operational excellence.
- Required Skills and Experience
- 12+ years of experience in IT service delivery, application management, or managed services.
- Proven experience managing large, cross-functional application support and development teams.
- Experience leading teams across development, testing, DBA, Agile delivery, and production support functions.
- Strong understanding of ITIL processes, including incident, problem, change, release, request, and service-level management.
- Demonstrated experience managing SLAs, KPIs, OLAs, service credits, and customer governance.
- Strong stakeholder and customer management skills, including executive-level communication.
- Experience managing critical incidents, escalations, risk mitigation, and crisis communications.
- Strong knowledge of Agile, Scrum, Dev Ops, and application lifecycle management.
- Experience with service reporting, dashboards, trend analysis, and operational metrics.
- Strong people management, resource planning, conflict resolution, and leadership skills.
- Excellent communication, presentation, negotiation, and decision‑making abilities.
- Preferred Qualifications
- ITIL 4 Foundation or higher certification.
- PMP, PRINCE2, Scrum Master, or equivalent certification.
- Experience managing distributed or geographically dispersed teams.
- Experience with Service Now, Jira, Confluence, Power BI, or similar service management and reporting tools.
- Experience in continuous improvement, automation, Lean, or operational excellence programs.
- Experience managing enterprise applications and customer‑facing managed services.
- Key Success Measures
- Consistent achievement of contractual SLA and KPI targets.
- Improved application availability, service stability, and customer satisfaction.
- Reduction in repeat incidents, backlog, resolution time, and operational risks.
- Effective delivery of continual service improvement initiatives.
- Accurate and timely governance reporting.
- Optimal resource utilization and team productivity.
- Successful management of escalations, audits, releases, and service transitions.
- Strong customer relationships and positive stakeholder feedback
- #J-18808-Ljbffr
Senior Service Delivery Manager employer: Falcon Smart IT (FalconSmartIT)
As a leading player in the banking and payments sector, our company offers an exceptional work environment in London, where innovation meets collaboration. We prioritise employee growth through mentorship and cutting-edge projects, ensuring that our team is at the forefront of technology advancements. With a strong focus on work-life balance and a culture that embraces diversity and inclusion, we provide a rewarding experience for those looking to make a significant impact in the financial services industry.
Contact Details:
Falcon Smart IT (FalconSmartIT) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Delivery Manager
✨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 Falcon Smart IT (FalconSmartIT) 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 Falcon Smart IT (FalconSmartIT) 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 Falcon Smart IT (FalconSmartIT)!
✨Direct Apply to Falcon Smart IT (FalconSmartIT)
Let's not forget to apply directly through the Falcon Smart IT (FalconSmartIT) 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 Senior Service Delivery Manager
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 Falcon Smart IT (FalconSmartIT).
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 Falcon Smart IT (FalconSmartIT). 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 Falcon Smart IT (FalconSmartIT)
✨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.
