About the Opportunity
A fast-growing leader in remote workforce solutions and digital service delivery, we empower global enterprises to scale operations seamlessly through virtual teams and outcome-driven service models. Operating across the UK and international markets, we blend technology, process excellence, and human-centric management to deliver consistent, high-impact service outcomes for clients in finance, healthcare, and B2B SaaS sectors.
Role & Responsibilities
- Oversee end-to-end service delivery for client accounts, ensuring SLAs, KPIs, and customer satisfaction targets are consistently met or exceeded.
- Lead and mentor remote delivery teams across UK time zones, driving alignment, accountability, and performance through Agile and Scrum methodologies.
- Partner with clients to refine service scopes, manage expectations, and proactively identify opportunities for value-add or expansion.
- Design and implement service dashboards, reporting mechanisms, and continuous improvement loops to enhance transparency and operational efficiency.
- Coordinate cross-functional initiatives involving tech, HR, and finance to resolve escalation points and optimize delivery workflows.
- Ensure compliance with data privacy (GDPR), security protocols, and client-specific governance framework requirements.
Skills & Qualifications
- Must-Have
- ServiceNow
- Jira
- ITIL v4
- SLA Management
- Client Onboarding
- KPI Reporting
- Remote Team Leadership
- GDPR Compliance
- Preferred
- Confluence
- Microsoft Teams Admin
- ITSM Certification
Benefits & Culture Highlights
- 100% remote work with flexible hours and no commute.
- Quarterly performance bonuses tied to client success metrics.
- Access to mental health coaching and wellness stipends.
Service Delivery Manager employer: Virtual Connect Solutions
At Virtual Connect Solutions, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel in their roles. As a ServiceNow Solution Architect, you will have access to continuous professional development opportunities and the chance to work on cutting-edge projects that make a real impact in the enterprise landscape. Our commitment to employee well-being and a supportive environment makes us an exceptional employer for those seeking meaningful and rewarding careers.
