Service Delivery Manager

Law Business Research

Service Delivery Manager overseeing outsourced helpdesk operations. Focus on service performance, supplier accountability, and customer experience in a global environment.

Posted 7/10/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures.
Act as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents.
Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate.
Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers.
Define clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes.
Drive stable, resilient and consistent service delivery across all supported regions.
Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme.
Improve service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency.
Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost.
Champion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities.
Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance.
Promote a service-focused culture across IT Operations and supplier teams.
Establish and maintain governance forums, service standards, operational policies and performance measures.
Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance.
Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums.
Build trusted relationships with senior business stakeholders, IT leadership and supplier teams.
Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement.
Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support.
Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live.
Capture lessons learned from service introductions and embed improvements into future delivery.
Identify service risks, dependencies and potential points of failure.
Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities.

Requirements

What you’ll need

Significant experience in IT Service Delivery or Service Management environments.
Proven experience managing outsourced Helpdesks and holding suppliers accountable for performance.
Experience improving service performance through governance, reporting, supplier management and continual improvement.
Experience developing service management capability, operational processes and performance frameworks.
Experience working with global teams, multiple time zones and senior stakeholders.
Strong knowledge of ITIL 4 or 5 service management principles and practical application.
Understanding of the SDI Service Desk Best Practice Standard.
Experience defining KPIs, SLAs, OLAs and customer experience measures.
Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement.
Experience using ITSM platforms, service reporting and performance analytics.
Excellent written and verbal communication skills.
Strong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams.
Customer and service focused, with a clear understanding of how IT support affects user productivity and business performance.
Calm, structured and decisive when managing service issues, escalations and competing priorities.
Highly organised, proactive and comfortable working in a fast-paced global environment.
ITIL 4 Foundation (essential)
ITIL 4 Managing Professional or Strategic Leader (essential)
Lean Six Sigma Yellow Belt or Green Belt (desirable).

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Law Business Research Website LinkedIn All Job Openings 501 - 1000 employees ☁️ SaaS 💰 Private Equity Round on 2018-01 SaaS
Legal
Data Science Law Business Research is a technology-driven information services business that serves the global Legal, Intellectual Property (IP), and Governance, Risk, and Compliance (GRC) markets. By leveraging the latest technology, it provides legal and IP professionals with resources for analysis, know-how, regulatory updates, and market intelligence. The company's products enable professional services firms to make data-driven decisions and understand market opportunities. Law Business Research is known for its innovative platforms such as Lexology, which deliver research and analysis, robust data collection, and unique insights. The company's clients include law firms, corporations, academic institutions, and government agencies, and it supports various industry sectors from insurance to agriculture. Service Delivery Manager Job not on LinkedIn 🔥 28 minutes ago 🏢🏡 London – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures.
Act as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents.
Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate.
Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers.
Define clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes.
Drive stable, resilient and consistent service delivery across all supported regions.
Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme.
Improve service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency.
Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost.
Champion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities.
Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance.
Promote a service-focused culture across IT Operations and supplier teams.
Establish and maintain governance forums, service standards, operational policies and performance measures.
Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance.
Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums.
Build trusted relationships with senior business stakeholders, IT leadership and supplier teams.
Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement.
Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support.
Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live.
Capture lessons learned from service introductions and embed improvements into future delivery.
Identify service risks, dependencies and potential points of failure.
Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities. 🎯 Requirements
Significant experience in IT Service Delivery or Service Management environments.
Proven experience managing outsourced Helpdesks and holding suppliers accountable for performance.
Experience improving service performance through governance, reporting, supplier management and continual improvement.
Experience developing service management capability, operational processes and performance frameworks.
Experience working with global teams, multiple time zones and senior stakeholders.
Strong knowledge of ITIL 4 or 5 service management principles and practical application.
Understanding of the SDI Service Desk Best Practice Standard.
Experience defining KPIs, SLAs, OLAs and customer experience measures.
Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement.
Experience using ITSM platforms, service reporting and performance analytics.
Excellent written and verbal communication skills.
Strong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams.
Customer and service focused, with a clear understanding of how IT support affects user productivity and business performance.
Calm, structured and decisive when managing service issues, escalations and competing priorities.
Highly organised, proactive and comfortable working in a fast-paced global environment.
ITIL 4 Foundation (essential)
ITIL 4 Managing Professional or Strategic Leader (essential)
Lean Six Sigma Yellow Belt or Green Belt (desirable). Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs In-life Lending Manager 🔥 6 hours ago BVNK 201 - 500 💳 Fintech 💸 Finance ₿ Crypto Website LinkedIn All Job Openings In-life Lending Manager at Allica Bank managing customer relationships and lending oversight. Driving process improvement and monitoring credit risk in the lending operations team. 🏢🏡 London – Hybrid 💰 Series A on 2022-05 ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Lifecycle Manager 🔥 7 hours ago Voy 501 - 1000 👥 B2C 🧘 Wellness Website LinkedIn All Job Openings Lifecycle Manager executing campaigns across email, SMS, push, and in-app for Voy, a healthcare startup. Driving conversions and retention with data-informed strategies and copywriting. 🏢🏡 London – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Market Development Manager 🔥 15 hours ago ACCA 1001 - 5000 📚 Education 🤝 Non-profit Website LinkedIn All Job Openings Market Development Manager for ACCA focusing on business development and relationships in European markets. Responsible for developing strategies and opportunities for ACCA’s growth in priority sectors. 🏢🏡 London – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Senior Sustainability Manager – Heat Export 🔥 16 hours ago Equinix 5001 - 10000 📡 Telecommunications 🏢 Enterprise ☁️ SaaS Website LinkedIn All Job Openings Sustainability Senior Manager at Equinix leading heat export initiatives within global data centers. Building partnerships and managing sustainability goals for renewable energy solutions. 🏢🏡 London – Hybrid ⏰ Full Time 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Business Enablement Manager 🔥 17 hours ago Workday 10,000+ employees 👥 HR Tech ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Business Enablement Manager at Barclays developing product strategies and overseeing customer journeys. Collaborating with teams to achieve business objectives while ensuring compliance and excellence. 🏢🏡 London – Hybrid 💰 $85M Series F on 2011-10 ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Service Level Agreements (SLAs)Key Performance Indicators (KPIs)Operational ReadinessKnowledge ManagementService IntroductionContinual ImprovementITSM PlatformsGovernance FrameworksPerformance ReportingService Desk Best Practice

Soft Skills

Excellent Communication SkillsStakeholder ManagementCustomer FocusOrganizational SkillsDecisive Problem Solving

Certifications

ITIL 4 FoundationITIL 4 Managing ProfessionalLean Six Sigma Yellow BeltLean Six Sigma Green Belt