We’re looking for an experienced Service Delivery Manager to take ownership of live services following go-live and play a key role in strengthening and improving our service function.
This role is responsible for service performance, customer relationships, and the leadership of our 1st and 2nd line support teams. You’ll work closely with customers, Business Analysts, Project Managers, and internal stakeholders to ensure services are stable, well-managed, and continuously improving.
This is a hands-on leadership role. You’ll need to stay close to operational delivery while also driving improvements in service standards, processes, reporting, and overall customer experience.
The role also requires flexibility, including acting as an out-of-hours escalation point for critical customer issues and international travel for face-to-face customer meetings and service reviews.
Key Responsibilities
- Own live service delivery post go-live, ensuring services remain stable, supported, and continuously improving
- Lead and develop 1st and 2nd line support teams, setting clear expectations, standards, and accountability
- Act as the senior operational contact for customers on all live service matters
- Manage service performance against SLAs and KPIs, ensuring visibility and accountability across the function
- Lead major incidents, escalations, and problem management activities through to resolution
- Act as an out-of-hours escalation point for critical incidents where senior ownership and customer communication is required
- Oversee the transition from project delivery into support, ensuring strong handover and service readiness
- Drive continuous improvement across service delivery, support processes, reporting, and governance
- Coordinate releases and change activity into live service in a controlled and customer-focused way
- Lead customer service reviews and contribute to long-term account health and retention
- Travel to customer sites, including international travel, for service reviews and relationship management where required