At a Glance
- Tasks: Oversee service operations and ensure high-quality delivery for a retail client.
- Company: Dynamic retail technology company based in London.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Other info: Join a team focused on continuous improvement and operational excellence.
- Why this job: Lead impactful service delivery and enhance customer experiences in a fast-paced setting.
- Qualifications: 15 years in service delivery with strong ITIL and stakeholder management skills.
The predicted salary is between 55000 - 65000 £ per year.
We are seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client. This role is responsible for ensuring high-quality service delivery, operational stability, and continuous improvement across business-critical services. The ideal candidate will bring strong expertise in service management, ITIL practices, client stakeholder management, operational excellence, financial operations, and third-party/vendor coordination to deliver excellent customer outcomes.
Key Responsibilities
- Service Operations Management
- Manage day-to-day service operations for the retail client, ensuring service stability, reliability, and performance.
- Ensure services are delivered in line with agreed SLAs, KPIs, and contractual commitments.
- Oversee incident, problem, change, and request management processes in alignment with ITIL best practices.
- Act as the escalation point for major service issues and coordinate timely resolution across the service operational window.
- Client & Stakeholder Management
- Serve as the primary point of contact for client stakeholders on service delivery, service performance, and operational priorities.
- Build and maintain strong relationships with business, IT, and operational stakeholders.
- Conduct regular service review meetings to present service metrics, risks, ongoing issues, and improvement plans.
- Ensure a high level of customer satisfaction through proactive communication and service governance.
- Service Management & Governance
- Implement and manage ITIL-based service management processes across the account.
- Establish governance frameworks to monitor service quality, compliance, and operational effectiveness.
- Track service performance and drive corrective and preventive actions when service levels are at risk.
- Chair WSRs, MSRs and QBRs as required with key client stakeholders.
- Operational Excellence
- Identify and drive opportunities to improve service quality, efficiency, and productivity.
- Lead initiatives focused on process optimization, standardization, automation, and best practices.
- Use operational data and service trends to reduce recurring issues and improve service outcomes.
- Continuous Service Improvement
- Lead continuous service improvement (CSI) initiatives to enhance service delivery and customer experience.
- Analyze service performance data, customer feedback, and root causes to identify improvement opportunities.
- Able to interpret data and derive insights from operational data.
- Define, implement, and track improvement plans with measurable outcomes.
- Financial Operations & Commercial Management
- Manage finance-related operational tasks such as invoicing, billing coordination, financial tracking, and supporting budget governance for the account.
- Ensure accuracy and timeliness of invoicing in coordination with internal finance teams and client stakeholders.
- Monitor commercial commitments, cost performance, and financial impacts related to service delivery.
- Support contract and financial discussions by providing operational inputs, forecasts, and service consumption details.
- Third-Party & Vendor Management
- Work closely with third-party vendors, partners, and suppliers to ensure seamless service delivery to the customer.
- Manage vendor performance against agreed service levels, deliverables, and contractual obligations.
- Coordinate across internal teams and external partners to resolve operational issues and improve end-to-end service quality.
- Build effective working relationships with third parties to ensure alignment, accountability, and service excellence.
- Team Leadership & Coordination
- Coordinate with internal delivery teams, support teams, and external providers to ensure smooth service operations.
- Provide leadership, oversight, and direction during service escalations and operational challenges.
- Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
Required Skills & Qualifications
- 12-15 years of experience in service delivery, service management, or operations management.
- Experience of managing projects with infrastructure and applications support is mandatory.
- Proven experience managing service operations for retail clients or retail technology environments across infra and applications preferred.
- Strong knowledge of ITIL service management practices.
- Hands-on experience in client stakeholder management, service governance, and operational reporting.
- Experience handling financial operations such as invoicing, billing coordination, and budget-related activities within service delivery.
- Strong experience working with third-party vendors and external service providers.
- Demonstrated ability to drive operational excellence and continuous service improvement initiatives.
- Excellent communication, stakeholder management, and problem-solving skills.
Service Delivery Manager employer: Falcon Smart IT Limited
Join a dynamic and innovative team in London as an MSBI Lead, where your expertise will be valued and nurtured. We offer a collaborative work culture that prioritises employee growth through continuous learning opportunities and mentorship. Enjoy the benefits of a hybrid work model, competitive compensation, and the chance to make a meaningful impact in the insurance domain.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Falcon Smart IT Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Falcon Smart IT Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Falcon Smart IT Limited:Your cover letter is your chance to shine! Tell us why you want to work at Falcon Smart IT Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Falcon Smart IT Limited!
How to prepare for a job interview at Falcon Smart IT Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
