At a Glance
- Tasks: Lead IT service delivery, ensuring efficiency and compliance in a cloud environment.
- Company: Join a global, innovative organisation focused on cloud services.
- Benefits: Enjoy 27 days holiday, private healthcare, and a cultural stimulation allowance.
- Other info: Be part of a diverse team committed to inclusion and professional growth.
- Why this job: Make a real impact by optimising cloud services and driving continuous improvement.
- Qualifications: 5+ years in IT Service Management with ITIL 4 certification required.
The predicted salary is between 60000 - 75000 £ per year.
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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StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager (ITIL Certified)
✨Join the IT Consultancy Buzz
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Create a personal project or case study relevant to the challenges M&C Saatchi might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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✨Direct Apply to M&C Saatchi
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We think you need these skills to ace Service Delivery Manager (ITIL Certified)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at M&C Saatchi.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at M&C Saatchi. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at M&C Saatchi
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
