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For Companies At a Glance
- Tasks: Lead IT service delivery strategy and ensure top-notch user experience.
- Company: Globally established engineering organisation with a focus on innovation.
- Benefits: Competitive daily rate, hybrid working, and opportunities for professional growth.
- Why this job: Shape the future of IT services and drive digital transformation.
- Qualifications: 10+ years in IT service management and strong leadership skills.
- Other info: Dynamic role with a focus on continuous improvement and operational excellence.
The predicted salary is between 46800 - 78000 £ per year.
Our client, a globally established engineering organisation, is looking for an experienced Senior Service Delivery Manager to lead the strategic and operational delivery of IT services across their organisation. This is a senior leadership role with accountability for service performance, resilience, governance, and continuous improvement.
You will ensure IT services consistently meet business needs, enable digital transformation, and deliver an excellent user experience. Working closely with senior stakeholders and external partners, you will shape service strategy, drive operational excellence, and embed a high-performance, customer-centric service culture.
Responsibilities
- Own and lead the IT service delivery strategy, ensuring alignment with business and digital transformation goals.
- Establish and maintain strong service governance frameworks, including SLAs, XLAs, OLAs and KPIs.
- Lead, coach and inspire service management teams, creating a high-performance and customer-focused culture.
- Act as the senior escalation point for major incidents, providing leadership during high-impact events.
- Define and deliver the service improvement roadmap, driving continuous optimisation and innovation.
- Partner with senior business stakeholders to ensure services evolve in line with organisational priorities.
- Lead vendor and supplier management, including performance reviews and risk management.
- Drive operational excellence across ITIL-aligned processes (Incident, Problem, Change, Release, Capacity).
- Ensure compliance with regulatory, security and audit requirements, including ISO / CE+ controls.
- Champion user experience, service integration and digital service maturity.
What success looks like
In the short term, you will:
- Establish regular and effective supplier performance reviews.
- Embed user experience at the heart of service delivery.
- Develop and execute continuous improvement plans.
- Ensure core IT services are delivered efficiently and reliably.
- Achieve compliance with ISO and CE+ control requirements.
In the medium term, you will:
- Align IT service performance directly to business outcomes.
- Reduce major incidents and improve first-time resolution rates.
- Improve service experience metrics (e.g. CSAT, NPS).
- Strengthen supplier performance and reduce operational risk.
- Deliver measurable progress against service maturity and innovation roadmaps.
What you will bring
- Proven experience leading large-scale IT service delivery and operations.
- Strong stakeholder management skills, with the ability to influence at senior level.
- Deep expertise in incident, change and supplier management, including leadership during major incidents.
- Experience managing complex service portfolios, budgets, and sourcing models.
- A strong governance mindset with a focus on risk, resilience and compliance.
- A passion for continuous improvement and service excellence.
Essential qualifications & experience
- Senior service management certifications (e.g. ITIL Expert, ISO/IEC 20000, COBIT, SIAM or equivalent).
- 10+ years’ experience in IT service management or operations leadership.
- Demonstrated experience managing large service delivery teams and external vendors.
Desirable experience
- Cloud service management experience (Azure and/or AWS).
- Experience working in Agile and DevOps environments.
- Implementation of XLA and XPI service measurement approaches.
Senior Service Delivery Manager employer: Morson Edge
Contact Detail:
Morson Edge Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Service Delivery Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery strategy and think about how your experience aligns with their goals. We want you to walk into that interview feeling confident and ready to showcase how you can drive operational excellence.
✨Tip Number 3
Practice your pitch! Be ready to explain your past experiences in leading IT service delivery and how you’ve tackled challenges. We suggest using the STAR method (Situation, Task, Action, Result) to structure your answers and make a lasting impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who can contribute to our mission of delivering excellent user experiences in IT services.
We think you need these skills to ace Senior Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Service Delivery Manager role. Highlight your experience in IT service delivery, governance, and stakeholder management. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led service delivery strategies and improved user experiences in the past.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics and outcomes to demonstrate how you’ve driven operational excellence and continuous improvement in previous roles. We love numbers!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates from us!
How to prepare for a job interview at Morson Edge
✨Know Your Stuff
Make sure you brush up on your IT service delivery knowledge, especially around ITIL processes and governance frameworks. Be ready to discuss how you've led teams in the past and the impact of your strategies on service performance.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading large-scale service delivery teams. Think about times when you inspired your team or managed major incidents effectively. This role is all about leadership, so let that shine through!
✨Understand the Business Needs
Familiarise yourself with the company's goals and how IT services can support them. Be prepared to discuss how you would align service delivery with business outcomes and drive digital transformation within the organisation.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the role and the company. Inquire about their current challenges in service delivery or how they measure success in user experience. This not only demonstrates your engagement but also helps you assess if the role is right for you.
