At a Glance
- Tasks: Lead and enhance service delivery for B2B clients 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: Opportunity to work with cutting-edge technology and develop leadership skills.
- 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.
The predicted salary is between 90000 - 90000 € per year.
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 employer: Tiro Partners
Ecommerce is an exceptional employer, offering a dynamic and supportive work environment in the heart of London. With a strong emphasis on employee growth and development, we provide ample opportunities for career advancement while fostering a culture of collaboration and innovation. Our hybrid work model ensures flexibility, allowing you to thrive both in and out of the office, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery processes and think about how your experience aligns with their needs. We want you to walk in confident and ready to show them why you're the perfect fit!
✨Tip Number 3
Practice your pitch! Be ready to explain your experience in B2B environments and how you've optimised support functions in the past. We suggest rehearsing with a friend or in front of a mirror to nail that delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you that Service Delivery Manager role!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Delivery Manager. Highlight your experience in B2B environments and any specific achievements that showcase your ability to scale operations and improve service delivery.
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. Mention your strategic mindset and how you've successfully managed support functions in the past, especially in fast-paced environments.
Showcase Your Communication Skills:Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t shy away from demonstrating how you’ve translated technical concepts for non-technical audiences in previous roles.
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’re considered for the role without any hiccups!
How to prepare for a job interview at Tiro Partners
✨Know Your B2B Inside Out
Make sure you understand the nuances of B2B environments, especially in relation to service delivery. Brush up on key concepts like SLAs and OLAs, and be ready to discuss how you've successfully implemented these in past roles.
✨Showcase Your Strategic Mindset
Prepare examples that highlight your ability to think strategically about service delivery. Discuss how you've scaled operations or improved processes in previous positions, and be specific about the outcomes.
✨Communicate Clearly and Confidently
Since this role involves translating technical concepts for non-technical audiences, practice explaining complex ideas in simple terms. This will demonstrate your excellent communication skills and your ability to engage with diverse stakeholders.
✨Be Data-Driven
Familiarise yourself with data-driven decision-making in service delivery. Be prepared to discuss how you've used data insights to optimise support coverage or improve service standards in your previous roles.
