WSD

Service Delivery Manager

WSD

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Act as the primary escalation point for customers across incidents, service requests and operational issues, ensuring timely resolution and clear accountability.
  • Lead Major Incidents end‑to‑end, coordinating internal teams and third‑party providers through to resolution.
  • Own customer communications during incidents, providing clear, accurate and timely updates to maintain confidence and transparency.
  • Coach, mentor and support Service Analysts, improving investigation quality, incident ownership and customer communication standards.
  • Ensure consistent application of Incident, Problem and Change Management processes in line with ITIL best practices.
  • Lead Root Cause Analysis (RCA) activities, ensuring corrective and preventative actions are clearly defined, owned and driven through to completion.
  • Support and coordinate Change activities, including risk assessment, internal alignment and customer notifications.
  • Work closely with the Head of Service Management to optimise service processes, tooling and operational maturity.
  • Drive continuous improvement initiatives by analysing incident trends, service data and customer feedback.
  • Ensure service teams fully understand customer SLAs and operational commitments and actively manage adherence to those SLAs.
  • Monitor service performance, proactively identify risks to service levels and implement mitigation actions.
  • Conduct regular Service Review Meetings with customers, covering incidents, service performance, trends and improvement plans.
  • Build strong, trusted relationships with customer stakeholders and act as a key service partner.
  • Collaborate with Engineering, Product, Infrastructure and external vendors to improve system reliability and service quality.

Requirements

  • Proven experience in a Service Delivery Manager or senior service operations role within software, SaaS or managed services environments.
  • Strong working knowledge of ITIL processes, including Incident, Problem and Change Management (certification preferred).
  • Demonstrated experience leading Major Incidents and managing executive‑level and customer escalations.
  • Strong customer communication and stakeholder management skills, including running Service Review Meetings.
  • Experience coaching and developing service or support teams.
  • Ability to work calmly and decisively under pressure in high‑impact situations.
  • Strong organisational and coordination skills across multiple teams and priorities.
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Incident ManagementProblem ManagementChange ManagementRoot Cause AnalysisService Level AgreementsService Performance MonitoringContinuous ImprovementRisk AssessmentService Review MeetingsCustomer Communication
Soft Skills
LeadershipCoachingMentoringStakeholder ManagementOrganizational SkillsCoordination SkillsCommunication SkillsDecision MakingRelationship BuildingCalm Under Pressure
Certifications
ITIL Certification