Service Delivery Manager (DFS) (GB)

Job Summary

Key Responsibilities

• Roles and Responsibilities \\r\\n\\r\\nServe as the primary point of contact for regional service governance, operational reviews, and customer escalations. \\r\\n\\r\\nMonitor and drive service performance against agreed SLAs, KPIs, and contractual obligations. \\r\\n\\r\\nConduct regular service review meetings with customer stakeholders and internal delivery teams. \\r\\n\\r\\nAnalyze trends across incidents, problems, service requests, changes, and operational metrics to identify improvement opportunities. \\r\\n\\r\\nDrive service improvement initiatives to improve customer experience, operational efficiency, and service quality. \\r\\n\\r\\nCoordinate with tower leads, service delivery managers, and support teams to address service risks and performance issues. \\r\\n\\r\\nManage customer escalations and ensure timely resolution of business-critical issues. \\r\\n\\r\\nPrepare governance reports, executive dashboards, service reviews, and performance presentations. \\r\\n\\r\\nSupport audit, compliance, risk, and governance activities within the region. \\r\\n\\r\\nBuild strong customer relationships and act as a trusted advisor for service management and operational matters.
• Mandatory Skills \\r\\n\\r\\nService Delivery Management \\r\\n\\r\\nCustomer Governance & Relationship Management \\r\\n\\r\\nSLA & KPI Management \\r\\n\\r\\nITIL Service Management \\r\\n\\r\\nEscalation & Risk Management \\r\\n\\r\\nService Improvement Planning \\r\\n\\r\\nExecutive Reporting & Governance \\r\\n\\r\\nStakeholder Management \\r\\n\\r\\nPreferred Skills \\r\\n\\r\\nServiceNow Reporting \\r\\n\\r\\nPMO & Governance \\r\\n\\r\\nContract & Vendor Management \\r\\n\\r\\nPower BI
• Certifications \\r\\n\\r\\nMandatory \\r\\n\\r\\nITIL v4 Foundation \\r\\n\\r\\nPreferred \\r\\n\\r\\nITIL Managing Professional \\r\\n\\r\\nPMP \\r\\n\\r\\nPRINCE2 Practitione

Skill Requirements

Other Requirements