Service Delivery LeadAbout Reply:Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply’s services include Consulting, System Integration, and Digital Services. Role Overview:This role is a Service Delivery Lead position, owning end-to-end delivery of managed IT and Google Cloud services across multiple clients. You will govern SLAs and ticket flows, act as the primary escalation and relationship owner with client stakeholders, and produce insightful service reports that drive continuous improvement. The position combines strong service governance and data-driven analysis with hands-on client management, often leading a small team and optimising how resources are used. It is ideal for an experienced IT service delivery professional from a cloud-first environment who is confident communicating with executives and navigating complex, high-pressure situations.Responsibilities:Own the end-to-end delivery of managed IT and Google Cloud services across a portfolio of clients, ensuring high-quality, consistent service. Act as the primary operational escalation point and trusted advisor for clients, leading regular service review and governance meetings with key stakeholders. Define, monitor, and enforce bespoke SLAs, KPIs, and ticket governance, partnering with engineering teams to ensure effective prioritisation and incident resolution. Produce accurate, visually engaging monthly service reports, translating technical performance data into clear, executive-ready insights. Analyse ticket trends, recurring issues, and root causes to identify efficiencies and drive continuous service improvement across processes and client environments. Design, own, and execute Continuous Service Improvement Plans (CSIPs) to enhance service quality, stability, and customer satisfaction. Proactively identify service risks and growth opportunities, collaborating with
Service Delivery Lead in London employer: Reply
Reply is an exceptional employer, offering a dynamic work environment in the heart of central London, where innovation meets collaboration. As a Graduate ICT Infrastructure Engineer, you will benefit from a culture that prioritises professional growth, with opportunities for further certifications and skill enhancement in cutting-edge technologies. With a commitment to diversity and equal opportunities, Reply fosters a supportive atmosphere that encourages employees to thrive while contributing to impactful projects across various sectors.
