Service Delivery Manager

Roles & Responsibilities

• Service Transition & Operational Readiness: Support new service onboarding, service acceptance, transition into BAU support.
• Customer Management: Handle customer escalations, issues, problems, risks, and service requirements, acting as the primary point of contact and trusted advisor.
• Governance: Chair operational and service governance forums, driving actions, decisions and continual improvement across multiple stakeholders.
• Operational Management: Managing competing priorities across operational support and project delivery.
• Supplier Management: Coordinate internal and third-party delivery partners, ensuring aligned service delivery and accountability against agreed SLAs and KPIs.
• Major Incident & Escalation Management: Lead customer communications and service restoration activities during major incidents, coordinating cross-functional technical teams where required.
• Service Reviews: Conduct regular service reviews with customers, presenting service performance, risks, opportunities and improvement plans.
• Customer Satisfaction: Achieve targets and drive improvement initiatives.
• Service Reporting: Produce both customer and internal service reporting.
• Service Improvement: Identify, prioritise and implement continual service improvement initiatives that deliver measurable operational and customer benefits.
• Risk Management: Manage business risk and ensure business continuity.
• Compliance: Ensure compliance with ISO/IEC 20000 and service management best practices.
• Financial Management: Own invoicing, budget management and financial performance of assigned accounts.
• Forecasting: Perform monthly forecasting of revenues, costs and margins, identifying variances and implementing corrective actions where required.
• Business Development: Explore and drive opportunities for new or additional work within existing customers.

Department: SRG Governance Service Delivery
Function: Information Technology
Experience Level: Mid-Senior Level