Service Delivery Manager | Travel Tech Scale-up | London Hybrid
Our client is the UK’s leading digital provider for the world’s most iconic theme parks and attractions, having already brought holiday happiness to over 15 million customers. As an employee‑owned business with over two decades of trusted partnerships, they are entering an ambitious new chapter of growth, expanding into new global markets and preparing to launch a game‑changing white‑label B2B platform.
As the Service Delivery Manager, you will step into a pivotal leadership role designed to mature both the internal technical estate and the evolving external support ecosystem. This isn’t just about keeping the lights on – it’s about taking total ownership of the support architecture and building the framework that allows the business to scale seamlessly.
What You’ll Be Doing
- Rebuild and modernise the internal support function from the ground up, instilling an internal customer‑first mindset.
- Architect and implement the B2B support readiness framework, defining SLAs, OLAs and support pathways for future white‑label clients.
- Standardise and mature core ITSM processes across Incident, Request and Problem management.
- Act as the senior escalation point for complex issues, coordinating smooth hand‑offs between internal teams and technical partners.
- Manage operational workflows across hardware and software procurement, employee set‑ups and cost‑effective licensing.
- Track and define service delivery KPIs, providing leadership with transparent narrative reporting on performance and trend.
- Collaborate with the Head of IT to champion network security, risk mitigation and corporate change management.
- Lead knowledge‑management initiatives, creating comprehensive self‑service documentation for internal teams and global partners.
What They’re Looking For
- Proven experience in a Service Delivery Management role, ready to shape and scale support for a growing business.
- Demonstrated capability managing support environments within B2B operations or white‑label partnerships.
- Deep knowledge of ITSM frameworks with a track record of maturing Incident, Request and Problem management.
- Excellent interpersonal skills with the ability to translate technical concepts easily for non‑technical stakeholders.
- Flexibility to work weekends and holidays on a rostered, on‑call basis to support a global partner network.
Nice to Have
- Experience operating within the travel tech, e‑commerce or high‑volume marketplace sector.
- Exposure to SaaS tendering, procurement and platform implementation strategy.
Benefits
- Competitive salary of £75,000 – £90,000.
- Hybrid working (2 days in the Brixton office).
- Enhanced pension, subsidised health plan, life assurance and travel ticket discounts.
- Dog‑friendly environment.
- Clear career paths, regular feedback and defined progression levels.
- A deeply collaborative, values‑led culture that protects psychological safety and promotes curiosity.
- Vibrant social calendar with events hosted by premier global travel partners.
- Meaningful social impact initiatives through an in‑house charity.
