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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 focused on innovative service management.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real impact in service delivery while collaborating with diverse teams.
- Qualifications: ITIL certification and hands-on experience in service delivery management required.
- Other info: Dynamic role with opportunities to work in a fast-paced media 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 employer: ITV
Contact Detail:
ITV Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨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 people you know, the better your chances of landing that Service Delivery Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your hands-on experience in service operations and your knack for stakeholder management. We want them to see how you can drive continuous improvement and enhance service quality.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on your ITIL knowledge and be ready to discuss real-life scenarios where you've managed incidents or led continual service improvement initiatives. We want you to shine and show them you're the right fit for their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take the initiative to reach out directly.
We think you need these skills to ace Service Delivery Manager
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 enhance service quality. Numbers and examples speak volumes!
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: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at ITV
✨Know Your ITIL Inside Out
As a Service Delivery Manager, you'll need to showcase your ITIL knowledge. Brush up on the key principles and processes, especially around Service Operations and Continual Service Improvement. Be ready to discuss how you've applied these in real-world scenarios.
✨Demonstrate Your Hands-On Experience
This role is all about being hands-on, so prepare examples that highlight your day-to-day management of service operations. Talk about specific incidents you've resolved or improvements you've implemented, and how they benefited the business.
✨Showcase Your Stakeholder Management Skills
Stakeholder relationship management is crucial. Think of instances where you've successfully engaged with stakeholders to achieve desired outcomes. Be prepared to discuss your approach to building rapport and credibility with both internal teams and external suppliers.
✨Be Ready for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills. Prepare to walk through how you would handle critical incidents or manage change processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.