Service Delivery Manager (ITIL Certified) in London

We are seeking an experienced ITIL Service Delivery Manager who has extensive hands‑on experience with Freshservice to join our lean global, cloud‑only organisation.

In this critical role, you will be the bridge between our technical cloud operations and the business, ensuring that all IT services are delivered efficiently, consistently, and in alignment with agreed business expectations.

Operating in a complex compliance and highly regulated, multi‑cloud environment, you will balance the need for agility with rigorous governance.

You will build, implement and own the ITIL processes, service automation, review cadence, manage escalations, and drive continuous improvement across our cloud service portfolio.

By leveraging ITIL 4 best practices, you will ensure our cloud services provide maximum value, maintain high availability, and meet strict Service Level Agreements (SLAs).

What you'll do

• Define and Monitor SLAs: Establish, negotiate, and track Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for all cloud and business services.
• Prepare and lead regular service review meetings with key stakeholders and business units to present performance metrics, identify trends, and address service gaps.
• Utilise ITSM platforms to generate comprehensive reports on service availability, response times, resolution times, and overall service health.
• Act as the primary escalation point for major incidents, outages, or SLA breaches, ensuring timely communication to business stakeholders.
• Participate in and guide major incident bridges, ensuring swift restoration of cloud services.
• Drive root‑cause analysis (RCA) for recurring incidents, ensuring problem records are created and permanent fixes or workarounds are implemented across the cloud infrastructure.
• Consolidate and monitor cloud consumption and billing across various Cloud Service Providers (CSPs) to ensure cost‑efficiency without hindering agility.
• Collaborate closely with third‑party cloud vendors and internal engineering teams to ensure external services meet contractual obligations and performance standards.
• Ensure cloud services comply with organisational standards, security policies, and regulatory requirements (e. g., ISO 27001, CIS benchmarks).
• Proactively identify service process bottlenecks, recurring incidents, and areas for service enhancement.
• Lead continual improvement initiatives to turn operational data into measurable service gains, optimising the delivery of cloud services.
• Assess the impact of proposed changes to the cloud environment, ensuring risks are mitigated during releases and infrastructure updates.

You'll bring

• Minimum of 5+ years of experience in IT Service Management, with at least 2 years operating specifically as a Service Delivery Manager in a cloud‑centric or cloud‑only environment (e. g., AWS, Azure, Google Cloud).
• Certifications: Active ITIL 4 Foundation certification is mandatory.

Advanced ITIL 4 certifications (such as ITIL 4 Specialist: Acquiring & Managing Cloud Services or Managing Professional) are highly desirable.

• Global Operations: Proven experience working in a global organisation, managing services across multiple time zones and diverse business units.
• Vendor Management: Strong background in managing third‑party vendors, cloud service providers, and negotiating SLAs.
• Extensive hands‑on build experience with Freshservice.
• Strategic Communication: Exceptional ability to translate complex technical issues into clear business impacts for the CIO and COO.
• Analytical Thinking: Strong analytical skills to interpret performance data, identify trends, and drive data‑backed improvements.
• Conflict Resolution: Adept at managing the tension between business agility and IT governance/control.
• ITSM Tools: Proficiency with enterprise ITSM platforms (e. g., Fresh Service) for tracking and reporting.
• Financial Acumen: Basic understanding of cloud billing models (Fin Ops) to assist in monitoring and optimising cloud spend.

What Success Looks Like

• Establish high levels of automation and workflow capability across the ITSM platform.
• Establish a predictable and transparent cadence for global service reviews of internal ITSM, Vendor and partners.
• Achieve a measurable reduction in incidents through the service portfolio and proactive problem management.
• Build new SLAs & OLAs and ensuring 90%+ compliance across Saa S and cloud services.
• Foster strong, collaborative relationships with both internal ITOps teams and external cloud vendors.
• Build and implement the full suite of ITIL best practice workflows in Freshservice.

What We Offer

A competitive salary and benefits package that includes 27 days holiday per year, pension contributions, private healthcare, discounted dental insurance, enhanced maternity/parental leave, plus a whole host of others including:

• Cultural stimulation allowance – £250 per person per year
• Half days off before bank holidays
• Emergency care days for dependants
• Up to 5 days volunteering leave per year to work for a registered charity
• Up to 10 days special emergency leave per year
• Season Ticket loan
• Payroll Giving Scheme
• Thursday drinks to unwind and socialize
• An annual Summer and Christmas party
• Our commitment to Diversity and Inclusion sees us offer inclusive bank holidays

M+C Saatchi Group has pledged its commitment to create a company that values difference, with an inclusive culture.

As part of this, M&C Saatchi Group continues to be an Equal Opportunity Employer which does not and shall not discriminate, celebrates diversity and bases all hiring and promotion decisions solely on merit, without regard for any personal characteristics.

All employee and candidate information is kept confidential according to General Data Protection Regulation (GDPR).

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