Service Delivery Manager

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 — 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.
• Hands-on experience in end-user 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 well-earned Wellbeing Days throughout the year, as well as Early Finish Fridays and Summer Fridays).
• Your Beauty Wallet: You'll receive a £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).