Service Delivery Manager (DFS) (GB)

Job Summary

Key Responsibilities

• Roles and Responsibilities • Own overall service delivery accountability across infrastructure, workplace, cloud, security, application, and common services towers. • Act as the primary customer-facing lead for operational governance, service performance, and executive stakeholder engagement. • Ensure services are delivered in line with contractual commitments, SLAs, KPIs, XLAs, and business expectations. • Lead customer governance forums, service review meetings, operational reviews, and executive steering committee discussions. • Drive service performance improvement initiatives by reviewing trends, risks, operational issues, and service metrics. • Manage major customer escalations and service risks, ensuring effective communication, resolution, and stakeholder alignment. • Collaborate with tower leads, architects, program managers, and transformation teams to support modernization, automation, and service improvement initiatives. • Drive continual service improvement programs focused on customer experience, operational efficiency, quality, and cost optimization. • Oversee supplier and vendor performance, ensuring alignment with service obligations and delivery expectations. • Review service financials, resource planning, operational reporting, and contractual commitments to support successful account management. • Ensure compliance with governance frameworks, audit requirements, risk controls, security policies, and regulatory obligations. • Support transition, transformation, and growth initiatives while ensuring operational readiness and business continuity. • Build strong customer relationships and act as a trusted advisor for service delivery, operational governance, and transformation matters.
• Own overall service delivery accountability across infrastructure, workplace, cloud, security, application, and common services towers.
• Act as the primary customer-facing lead for operational governance, service performance, and executive stakeholder engagement.
• Ensure services are delivered in line with contractual commitments, SLAs, KPIs, XLAs, and business expectations.
• Lead customer governance forums, service review meetings, operational reviews, and executive steering committee discussions.
• Drive service performance improvement initiatives by reviewing trends, risks, operational issues, and service metrics.
• Manage major customer escalations and service risks, ensuring effective communication, resolution, and stakeholder alignment.
• Collaborate with tower leads, architects, program managers, and transformation teams to support modernization, automation, and service improvement initiatives.
• Drive continual service improvement programs focused on customer experience, operational efficiency, quality, and cost optimization.
• Oversee supplier and vendor performance, ensuring alignment with service obligations and delivery expectations.
• Review service financials, resource planning, operational reporting, and contractual commitments to support successful account management.
• Ensure compliance with governance frameworks, audit requirements, risk controls, security policies, and regulatory obligations.
• Support transition, transformation, and growth initiatives while ensuring operational readiness and business continuity.
• Build strong customer relationships and act as a trusted advisor for service delivery, operational governance, and transformation matters.

Skill Requirements

Other Requirements

Qualifications

• Service Delivery Management
• Customer & Executive Stakeholder Management
• ITIL Service Management
• SLA, KPI & XLA Governance
• Operational Governance & Reporting
• Risk & Escalation Management
• Multi-Tower Service Management
• Service Transformation & Continuous Improvement
• Vendor & Supplier Management
• Cloud & Infrastructure Services
• Application Managed Services
• ServiceNow
• Power BI & Executive Reporting
• Automation & AI Operations
• Multi-Vendor Governance
• Other Requirements
• Certifications Mandatory
• ITIL Managing Professional
• PMP (Project Management Professional)
• PRINCE2 Practitioner
• Lean Six Sigma Green Belt / Black Belt Soft Skills
• Excellent customer-facing and relationship management capabilities
• Strong executive communication and presentation skills
• Leadership and decision-making abilities
• Commercial and business acumen
• Strong negotiation and stakeholder management skills
• Ability to lead large distributed delivery teams

Preferred Qualifications

• Financial & Commercial Awareness Preferred Skills
• ITIL v4 Foundation Preferred