At a Glance
- Tasks: Lead and enhance service delivery for B2B partners in a fast-paced environment.
- Company: Dynamic ecommerce company based in London with a hybrid work model.
- Benefits: Competitive salary up to £90,000 plus bonuses and flexible working options.
- Other info: Join a collaborative team focused on growth and innovation.
- Why this job: Make a real impact by optimising support frameworks and driving continuous improvement.
- Qualifications: Proven experience in Service Delivery Management and strong analytical skills.
You are an experienced and proactive Service Delivery Manager who thrives in a fast-paced, high-growth environment. You bring a strategic mindset and a structured approach to organising internal support processes, with a strong focus on scaling operations for future growth.
With excellent communication skills and a deep understanding of B2B & B2C environments, you are confident in optimising technical estates to support both internal teams and external partners, including white-label clients.
This is a pivotal leadership role responsible for evolving both the technical estate and support function. While initially focused on enhancing internal service delivery, the primary objective is to build a scalable support framework that enables seamless onboarding and support for external B2B and white-label partners.
You will play a key role in driving continuous improvement across service delivery, processes, and workflows, working closely with product teams, developers, and external vendors to ensure consistently high service standards.
Key Responsibilities:- Rebuild and enhance the internal support function with a strong customer-first mindset
- Develop B2B support readiness frameworks, including SLAs, OLAs, and support pathways
- Optimise support coverage through data-driven insights and clear communication
- Standardise ITSM processes (Incident, Request, Problem Management)
- Lead service desk operations, including tooling, reporting, and escalation processes
- Manage procurement, licensing, hardware/software provisioning, and networking
- Support security and risk initiatives in collaboration with senior IT leadership
- Act as a senior escalation point for complex technical issues
- Define and track KPIs, providing performance insights to leadership
- Support change management and SaaS implementation across the business
- Develop knowledge management frameworks and self-service documentation
- Manage relationships with external vendors and B2B partners
- Proven experience in Service Delivery Management, ready to step into a leadership role
- Strong background in B2B support environments or white-label platforms
- Demonstrated ability to improve and scale technical operations
- Strong analytical and problem-solving skills under pressure
- Confidence to challenge and influence stakeholders at all levels
- Excellent communication skills, translating technical concepts for non-technical audiences
- Flexibility to support on-call, weekend, or holiday operations as required
Service Delivery Manager in City of London employer: Tiro Partners
Ecommerce is an exceptional employer, offering a dynamic and collaborative work environment in the heart of London. With a strong focus on employee growth and development, we provide ample opportunities for professional advancement while fostering a culture of innovation and continuous improvement. Our hybrid working model ensures flexibility, allowing you to balance your personal and professional life effectively, all while being part of a forward-thinking team dedicated to delivering outstanding service to our B2B partners.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in City of London
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, webinars, or even local meetups. The more you engage with others, the better your chances of landing that Service Delivery Manager role.
✨Show Off Your Skills
When you get the chance to chat with potential employers, make sure to highlight your experience in B2B support and ITSM. Share specific examples of how you've improved service delivery or optimised processes in previous roles.
✨Tailor Your Approach
Every company is different, so do your homework! Understand their business model and challenges, especially in the ecommerce space. This way, you can tailor your conversations to show how you can add value as a Service Delivery Manager.
✨Apply Through Our Website
Don't forget to check out our website for job openings! Applying directly through us not only shows your interest but also gives you a better chance of being noticed by hiring managers.
We think you need these skills to ace Service Delivery Manager in City of London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience in B2B environments and any relevant ITSM knowledge. 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 improved service delivery in the past, and don’t forget to show your enthusiasm for joining us at StudySmarter.
Showcase Your Communication Skills:As a Service Delivery Manager, communication is key. In your application, demonstrate your ability to translate technical jargon into layman's terms. We love candidates who can connect with both technical teams and non-technical stakeholders!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Tiro Partners
✨Know Your Stuff
Make sure you brush up on your knowledge of ITSM processes, especially Incident, Request, and Problem Management. Be ready to discuss how you've successfully implemented these in previous roles, as this will show your understanding of the technical landscape.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading service delivery teams. Talk about how you've rebuilt support functions or optimised operations, and be specific about the outcomes. This will demonstrate your capability to step into a leadership role.
✨Data-Driven Insights Matter
Be prepared to discuss how you've used data to drive decisions in your past roles. Whether it's developing SLAs or optimising support coverage, showing that you can leverage analytics will resonate well with interviewers looking for a strategic mindset.
✨Communication is Key
Practice explaining complex technical concepts in simple terms. You’ll likely need to communicate with non-technical stakeholders, so demonstrating your ability to bridge that gap will be crucial. Think of examples where you've successfully done this before.
