Service Delivery Manager (SDM)- Restaurants in London

Service Delivery Manager – Overview

The Service Delivery Manager (SDM) is the primary on‑site operational representative for a strategic restaurant customer.

The SDM ensures successful delivery of services, achievement of contractual commitments, and continuous improvement of the customer experience.

Working closely with the Executive Services Senior Manager (ESSM), the SDM is the voice of the customer within the organization while providing operational leadership and proactive account management.

Responsibilities

• Serve as the primary onsite point of contact for all service delivery matters, building trusted relationships with customer stakeholders at operational and management levels.
• Act as the voice of the customer, ensuring business requirements and expectations are understood across internal teams.
• Support the ESSM in strategic account planning, service reviews, customer retention, and growth activities.
• Facilitate regular customer meetings, documenting actions, decisions, risks, and follow‑up activities.
• Own day‑to‑day service delivery performance for the assigned customer account, ensuring contractual obligations, service commitments, SLAs, and key performance indicators are achieved.
• Monitor incidents, service requests, changes, and problem management activities to ensure timely resolution.
• Coordinate cross‑functional teams including Service Desk, Incident Management, Engineering, Field Services, Supplier Management, and Customer Success teams.
• Provide operational leadership during service disruptions, major incidents, and escalations.
• Drive accountability across support organizations to ensure customer‑impacting issues are resolved effectively.
• Identify operational risks and implement mitigation plans before business impact occurs.
• Review operational data, trends, and service metrics to assess overall account health; deliver weekly, monthly, and quarterly service reviews with meaningful business insights.
• Analyze service performance, highlighting opportunities for improvement and risk reduction.
• Translate complex operational data into clear customer‑facing communications and recommendations.
• Maintain accurate reporting related to service levels, incident performance, customer experience, and operational effectiveness.
• Support executive reporting requirements for both customer and internal leadership teams.
• Identify recurring issues and drive root‑cause analysis activities.
• Lead service improvement initiatives focused on stability, efficiency, customer satisfaction, and operational performance.
• Collaborate with technical and operational teams to implement process improvements and best practices.
• Support operational transformation projects and service modernization initiatives.
• Recommend improvements to services, processes, tools, and reporting capabilities.
• Partner with the ESSM to support contract retention, customer satisfaction, and account growth objectives.
• Identify opportunities for additional services, operational improvements, and value‑added solutions.
• Support business reviews, proposals, and strategic planning initiatives.
• Collaborate with Sales, Solution Consultants, and Service Leadership teams when opportunities are identified.
• Provide customer insight and operational context to support commercial decision‑making.
• Ensure adherence to contractual commitments and governance processes.
• Participate in customer audits, compliance reviews, and operational assessments as required.
• Maintain service documentation, action logs, risk registers, and operational records.
• Ensure alignment with organizational policies, security requirements, and customer standards.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Management, or a related discipline.
• 7‑10 years of experience in Service Delivery, Customer Success, Account Management, Operations Management, or a related customer‑facing technology services role.
• Proven experience managing strategic customer relationships within a technology services environment.
• Experience working with enterprise customers in the Quick Service Restaurant (QSR) industry.
• Demonstrated success managing service performance against contractual SLAs and KPIs.
• Experience leading customer escalations and driving issue resolution across multiple teams.
• Strong understanding of IT Service Management (ITSM) principles and operational processes.
• Experience delivering executive‑level presentations and service reviews.
• Experience using reporting tools and dashboards to drive business decisions.

Skills

• Service Delivery Expertise – deep knowledge of Incident, Problem, Change, Request, and Service Level Management processes, supplier and third‑party service management, and managed services environments.
• Analytical and Operational Skills – strong analytical and problem‑solving capabilities, ability to identify trends, risks, and improvement opportunities from operational data.
• Customer & Relationship Management – exceptional stakeholder management, negotiation, conflict‑resolution abilities, and ability to influence outcomes without direct authority.
• Communication & Collaboration – excellent verbal, written, and presentation skills, strong facilitation and meeting leadership capabilities, ability to work collaboratively across global and cross‑functional teams.
• Technology – proficiency in Microsoft 365 Suite, experience with Service Now or similar ITSM platforms, reporting and visualization tools such as Power BI, and strong working knowledge of service management and operational reporting tools.
• Success Profile
• A trusted advisor who builds strong customer relationships through credibility and execution.
• A proactive problem solver who identifies risks before they become issues.
• A collaborative leader who brings together teams to deliver results.
• A confident communicator who can engage equally with frontline teams and senior executives.
• A strategic thinker who balances operational excellence with long‑term customer success.
• A service delivery professional who thrives in fast‑paced, customer‑focused environments.
• Measures of Success
• Achievement of contractual SLAs and KPIs.
• Customer satisfaction and relationship health.
• Successful management of incidents, escalations, and service risks.
• Delivery of service improvement initiatives.
• Accuracy and quality of operational reporting.
• Retention and growth of the customer relationship.
• Positive stakeholder feedback from customer and internal leadership.
• Company Information

NCR Voyix Corporation (NYSE: VYX) is a global platform‑powered leader in unified commerce for shopping and dining.

Combining a flexible, intelligent platform with end‑to‑end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes.

NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Integrated into our shared values is NCR Voyix's commitment to equal employment opportunity.

All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences among all people.

Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

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