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For Companies At a Glance
- Tasks: Manage end-to-end service delivery and drive continuous improvement across our supplier ecosystem.
- Company: Join a leading media company with a dynamic and innovative culture.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real impact in service delivery while collaborating with top technology partners.
- Qualifications: ITIL certification and hands-on experience in service delivery management required.
- Other info: Exciting role with opportunities to work in a fast-paced, multi-vendor environment.
The predicted salary is between 55000 - 65000 £ per year.
The Role
As a hands-on Service Delivery Manager within our SIAM team, your primary purpose is to manage the end-to-end service lifecycle across our federated supplier ecosystem. You will ensure seamless, high-quality service delivery that consistently meets business needs, driving continuous improvement and maximising the value derived from our technology partners.
Main Responsibilities
- This is a hands-on role including day-to-day Service Operations Management within the context of Service Delivery Management (i.e. Critical Incident / Change / Problem / Continual Service Improvement / Demand Management etc.)
- Requirement to provide Out of Hours support every 5 weeks (additional payment applicable)
- Supporting new supplier selection, and negotiating contracts/renewals, with focus on defining service expectations and SLAs that maximise service value for ITV.
- Responsibility for day-to-day Service Operations within the context of Service Delivery Management
- Support resolution activities for Incidents and Major (Critical) Incidents
- Support the Change Management process including attend CAB, Business Engagement, Impact Assessment and Scheduling support
- Lead Continual Service Improvement (CSI) initiatives, identifying opportunities and implementing changes across the multi-supplier model to enhance service quality, efficiency, and customer satisfaction.
- Responsibility for risk management coordination, assurance and resolution across the supplier landscape
- Responsibility for Stakeholder / Customer Relationship Management with key internal / external product, platform and service teams
- Support the demand pipeline of initiatives for key Group Technology stakeholders
- Working with internal teams to define and improve relevant SLAs / KPIs
- Drive the Service Governance framework by leading Monthly Service Reviews (MSRs) and Quarterly Business Reviews (QBRs) with suppliers, ensuring transparent performance reporting and accountability against SLAs/KPIs
- Creation & maintenance of Service and Support processes
Skills you'll need (minimum criteria)
- ITIL Practitioner/Intermediate certification in a relevant module (e.g., Service Operation or CSI).
- Significant experience as a Service Delivery Manager in a hands-on customer facing role
- Extensive knowledge and exposure to Service Operations
- In-depth knowledge of IT Service Management (ITSM) processes (Incident / Problem / Change etc.) including process creation & improvement
- Extensive Supplier and Vendor Management Experience
- Significant experience of Stakeholder / Customer Relationship Management within the context of Service Delivery Management
- Extensive Supplier and Vendor Management Experience within a multi-vendor/SIAM environment
- Digital Mindset to reflect the need for a forward-thinking approach to service management.
- Experience of service transition in a product/project environment is desirable
- Ability to vary style and approach with stakeholders to achieve desired result with an ability to quickly establish credibility and rapport with stakeholders
- Highly articulate written and oral communication skills
- Highly organised; able to multi-task; ambition, energy and drive
Other things we're looking for (key criteria)
- Background in Media/Broadcasting or working within an outsourcer/supplier organisation.
- Experience of working with Agile Development teams and Technologies
- Experience and understanding of Cloud Service Models (IaaS, PaaS, SaaS) and their associated service management challenges.
- Experience of managing Workplace Services such as Desktop Support / Collaboration / Devices / Identity
- Experience using ITSM tools e.g. FreshService, ServiceNow
Service Delivery Manager in London employer: ITV
Contact Detail:
ITV Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more you engage, the better your chances of landing that Service Delivery Manager role.
✨Tip Number 2
Show off your skills in interviews! Be ready to discuss your hands-on experience with service operations management and how you've driven continual service improvement. Use real examples to demonstrate your impact and value.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We want to see your application and get to know you better. Plus, it shows you're genuinely interested in joining our team.
✨Tip Number 4
Prepare for those tricky questions! Brush up on your knowledge of ITIL processes and supplier management. Being able to articulate your understanding will set you apart from the competition.
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight your hands-on experience in service operations and any relevant ITIL certifications. We want to see how your skills match what we're looking for!
Showcase Your Achievements: When writing your application, don’t just list your responsibilities. Share specific achievements that demonstrate your ability to drive continuous improvement and manage supplier relationships effectively. We love seeing real results!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at ITV
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL Practitioner/Intermediate certification knowledge. Be ready to discuss how you've applied ITSM processes like Incident, Problem, and Change Management in real-world scenarios. This will show that you not only understand the theory but can also implement it effectively.
✨Showcase Your Supplier Management Skills
Prepare examples of your experience with supplier and vendor management, especially in a multi-vendor or SIAM environment. Highlight specific instances where you negotiated contracts or improved service delivery through effective relationship management. This will demonstrate your hands-on experience and strategic thinking.
✨Demonstrate Your Digital Mindset
In today's tech-driven world, having a digital mindset is crucial. Be ready to discuss how you've embraced new technologies and methodologies in service management. Share any experiences with Agile teams or cloud service models, as this will resonate well with the interviewers.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage critical incidents. Think of past challenges you've faced and how you resolved them, particularly in high-pressure situations. This will help you illustrate your capability to handle the demands of the role effectively.