Service Delivery Manager (Retail Operations) in London

Role: Service Delivery Manager (Retail Operations)
Location : London, UK(Onsite)
Permanent

Role Overview

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.