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- Tasks: Lead IT service delivery and ensure top-notch tech support for our team.
- Company: Join Trinny London, a fast-growing beauty brand revolutionising makeup and skincare.
- Benefits: Enjoy flexible working, 25 days holiday, and a Ā£500 annual product allowance.
- Why this job: Be part of a dynamic team making a real impact in the beauty industry.
- Qualifications: Experience in IT operations and a passion for customer-focused solutions.
- Other info: Collaborative culture with opportunities for personal growth and fun office socials.
The predicted salary is between 36000 - 60000 Ā£ per year.
Are you ready to rethink your routine? We're looking for a Service Delivery Manager to join our focused and highly skilled internal Tech team. Reporting into our Head of Tech Enablement, you will own and coordinate the day-to-day delivery of technology operations across the business. You will act as the critical liaison between business stakeholders, the offshore application management partner, and the internal End User Computing (EUC) team, with the primary goal of ensuring reliable, secure, and customer-focused IT services that uphold business continuity and efficiency.
Please note, this role is based at our Head Office in Chelsea 4-5 days a week.
Your daily to-dos might look like this:
- Own and manage end-to-end IT service delivery, ensuring high levels of availability, performance, and user satisfaction, leading our End User Analysts to deliver first and second-line support to head office, retail, and field users.
- Oversee incident, problem, and change management processes ā ensuring timely resolution, root cause analysis, and continuous improvement.
- Maintain and communicate service performance metrics (SLAs, KPIs, and trends) to business and technology leadership.
- Manage major incidents and coordinate cross-team resolution (internal and offshore).
- Collate and manage a service risk log and work with development partners to implement solutions and mitigations.
- Act as the primary operational contact for the offshore application management partner.
- Monitor and review partner performance against contractual SLAs and KPIs, driving accountability and service improvement.
- Participate in regular service review meetings and manage escalation paths.
- Work with procurement and the Head of Tech Enablement on renewal planning, performance reviews and commercial negotiations.
- Oversee endpoint management, device lifecycle, and user access processes.
- Drive user experience and service desk improvements: process, tooling, onboarding/offboarding efficiency, and proactive maintenance practices.
- Ensure compliance with security, patching, and backup standards.
- Maintain the IT service management framework (e.g., ITIL-aligned processes).
- Identify opportunities for automation, AI/analytics-based insight, and process efficiency within service operations.
- Develop and maintain service documentation, CMDB accuracy, and knowledge base articles.
- Act as the key contact for business stakeholders on operational technology matters and End User Compute education / upskilling.
- Communicate service performance, risks, and planned improvements in clear, business-friendly language.
- Manage user communications around service changes, outages, and improvements.
These skills will help you go far in this role:
- Proven experience as a Service Delivery Manager or equivalent IT operations role, ideally within a multi-channel retail or consumer brand environment (beneficial to have familiarity with eCommerce, ERP, and CRM systems).
- Strong understanding of ITIL or similar service management frameworks.
- Experience managing offshore or third-party support providers.
- Customer-focused and pragmatic problem solver.
- Calm under pressure, able to manage competing priorities.
- Collaborative, with a continuous improvement mindset.
- Empathetic leader who develops and supports their team.
- Able to translate technical issues into business language.
- Handsāon experience in endāuser support environments (e.g., Google Workplace, Windows 10/11, endpoint management).
- Excellent communication, stakeholder management, and vendor relationship skills; experience of vendor selection, management and contract negotiation is a bonus.
- Strong analytical and reporting skills for service metrics and performance trends.
- Exposure to automation, AI, or digital service improvement tools.
- ITIL v4 certification or similar is a bonus.
We love to hear from anybody interested in Trinny London! Although it's useful to have the skills listed above, we're always eager to hear from ambitious people looking for their next challenge.
Benefits:
- Flexible working, with core working hours; however, you will be the primary out of hours contact for any priority 1 service issues.
- 25 days holiday (we're also partial to a handful of spontaneous and wellāearned Wellbeing Days throughout the year, as well as Early Finish Fridays and Summer Fridays).
- Welcome to Trinny London Starter Stack and swag.
- Your Beauty Wallet: You'll receive a Ā£500 annual product allowance to explore and enjoy our full range of Trinny London products.
- Company discount for yourself, your friends, and family.
- Vitality health scheme, EAP and Medicash (including dental, optical & audiological care).
- An annual personal training and development budget.
- Enhanced family friendly packages.
- Pension scheme.
- Cycle to work scheme.
- T-Parties = many office socials as well as summer and festive celebrations!
- Rewards and Recognition Scheme (awarding length of service with gifts, vouchers and additional annual leave).
Equal Opportunities:
We celebrate diversity in our customers, our products, and the teams we build. We champion inclusivity and want everyone to be the best versions of themselves. We're committed to equal opportunities and welcome people from all backgrounds, with their unique perspectives, ideas and experiences.
Service Delivery Manager in London employer: Trinny London Limited.
Contact Detail:
Trinny London Limited. Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Service Delivery Manager in London
āØTip Number 1
Network like a pro! Reach out to people in your industry, especially those already working at Trinny London. A friendly chat can give you insider info and maybe even a referral!
āØTip Number 2
Prepare for the interview by knowing your stuff! Research Trinny Londonās values and recent projects. Show us how your experience aligns with our mission to rethink routines.
āØTip Number 3
Practice your STAR technique for answering behavioural questions. We want to hear about specific situations where youāve demonstrated your skills, especially in service delivery and team collaboration.
āØTip Number 4
Donāt forget to follow up after your interview! A quick thank-you email can keep you fresh in our minds and show us youāre genuinely interested in joining the team.
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application š«”
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your relevant experience in IT operations and service delivery, and donāt forget to mention any familiarity with eCommerce or CRM systems!
Showcase Your Skills: We want to see your problem-solving skills in action! Use specific examples from your past roles to demonstrate how you've managed incidents or improved service delivery. This will help us understand how you can contribute to our team.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use business-friendly language to communicate your experience and skills, just like you would when liaising with stakeholders or vendors.
Apply Through Our Website: We encourage you to apply directly through our website. Itās the best way for us to receive your application and ensures youāre considered for the role. Plus, it shows youāre keen on joining our fantastic team at Trinny London!
How to prepare for a job interview at Trinny London Limited.
āØKnow Your Tech Inside Out
As a Service Delivery Manager, you'll need to demonstrate a solid understanding of IT service delivery and management frameworks like ITIL. Brush up on your knowledge of eCommerce, ERP, and CRM systems, as well as any relevant tools you might use in the role. Being able to speak confidently about these topics will show that you're ready to hit the ground running.
āØShowcase Your Problem-Solving Skills
Prepare examples of how you've tackled challenges in previous roles, especially in high-pressure situations. Think about times when you managed competing priorities or resolved major incidents. This will highlight your customer-focused approach and pragmatic problem-solving skills, which are crucial for this position.
āØCommunicate Like a Pro
Since you'll be liaising with various stakeholders, practice translating technical jargon into business-friendly language. During the interview, focus on how you can effectively communicate service performance, risks, and improvements. This will demonstrate your ability to bridge the gap between tech and business needs.
āØEmphasise Team Collaboration
Trinny London values collaboration and continuous improvement, so be ready to discuss how you've worked with teams in the past. Share stories that showcase your empathetic leadership style and how you've supported your team members. This will resonate well with their culture and values.
