Client-Facing Service Delivery Lead (Hybrid, London)

Absolutelabs; Greater London; Hybrid; GBP 85,000 - 125,000; Full time

Benefits offered by this job

Growth-Focused Environment

Mentorship and career development

Collaborative culture

Hybrid work environment

Job summary

AbsoluteLabs is looking for an experienced Service Delivery Manager to lead and manage client-facing technology service delivery engagements. This role will be responsible for ensuring the successful delivery of support, maintenance, enhancement, and operational services across key client accounts.

The successful candidate will act as the primary point of contact for clients, manage offshore delivery teams, oversee incident and service management processes, and ensure that client issues,

Qualifications

• 8+ years of experience in Technology Service Delivery, Application Support, or Managed Services.
• Proven experience managing client-facing service delivery engagements.
• Experience managing offshore delivery and support teams.
• Strong background in Incident Management, Problem Management, Change Management, Service Governance, and SLA & KPI Management.
• Experience working with ticketing systems such as Jira, ServiceNow, Zendesk, or similar.

Responsibilities

• Client Engagement & Relationship Management: Serve as the primary contact for assigned client accounts; build and maintain strong relationships with client stakeholders; lead regular service reviews, governance meetings, and status updates; ensure high levels of customer satisfaction and service excellence; manage escalations and drive issues through to resolution.

Skills

Stakeholder management

Service delivery

Offshore team management

Incident/Change management

Agile ITIL

Education

Degree or equivalent

Tools

Jira

ServiceNow

Zendesk

Job description

AbsoluteLabs is looking for an experienced Service Delivery Manager to lead and manage client-facing technology service delivery engagements. This role will be responsible for ensuring the successful delivery of support, maintenance, enhancement, and operational services across key client accounts.

The successful candidate will act as the primary point of contact for clients, manage offshore delivery teams, oversee incident and service management processes, and ensure that client issues,