At a Glance
- Tasks: Lead and enhance B2B service delivery in a fast-paced eCommerce 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 scaling operations and delivering exceptional service.
- Why this job: Make a real impact by optimising support for B2B partners and driving continuous improvement.
- Qualifications: Proven experience in Service Delivery Management and strong analytical skills.
The predicted salary is between 90000 - 90000 £ per year.
Service Delivery / B2B / ITSM / Service Desk
Company: Ecommerce
Location: London, Hybrid
Salary: up to 90,000 basic + Bonus
About You
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.
About the Role
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
Requirements
- 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
B2B Service Delivery Manager. Job in London LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
At our London-based ecommerce company, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. With a strong emphasis on employee growth, we offer comprehensive training and development opportunities, alongside competitive salaries and bonuses, ensuring our team members thrive in their careers. Our hybrid working model promotes work-life balance, while our commitment to innovation and excellence in service delivery makes this an exciting place for professionals looking to make a meaningful impact.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land B2B Service Delivery Manager. Job in London LilyLifestyle Jobs
✨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 about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their B2B service delivery approach and think about how your experience aligns with their needs. We want you to walk in feeling confident and ready to showcase your skills!
✨Tip Number 3
Practice your pitch! Be ready to explain how you can enhance their internal support function and optimise their technical operations. 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 familiar names when we’re reviewing candidates. Let’s get you that Service Delivery Manager role!
We think you need these skills to ace B2B Service Delivery Manager. Job in London LilyLifestyle Jobs
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 relevant ITSM or SaaS 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 tell us 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 passion for the industry.
Showcase Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to convey complex ideas simply. We love candidates who can bridge the gap between technical and non-technical audiences!
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 from us!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your B2B Inside Out
Make sure you brush up on your knowledge of B2B service delivery and ITSM frameworks. Be ready to discuss how you've successfully managed support functions in the past, especially in high-growth environments. This will show that you understand the nuances of the role and can hit the ground running.
✨Showcase Your Strategic Mindset
Prepare examples that highlight your strategic approach to scaling operations. Think about specific instances where you've developed frameworks or processes that improved service delivery. This will demonstrate your ability to think ahead and plan for future growth.
✨Communicate Like a Pro
Since excellent communication is key, practice explaining complex technical concepts in simple terms. You might be asked to translate technical jargon for non-technical stakeholders, so being clear and concise will set you apart from other candidates.
✨Be Data-Driven
Familiarise yourself with data-driven decision-making. Be prepared to discuss how you've used data insights to optimise support coverage or improve service standards. This shows that you not only rely on intuition but also back your decisions with solid evidence.
