Remote IT Service Delivery & Governance Lead

Clarksoutlet; Street; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Clarksoutlet is seeking a strategic Service Delivery Manager to govern external IT providers, focusing on senior stakeholder engagement and service performance. The role acts as the single escalation point for service issues and drives continuous improvement.

You will build trusted relationships with business leaders, ensure IT services meet expectations, and coordinate with internal IT teams to maintain service continuity across retail and eCommerce platforms.

Qualifications

• ITIL Managing Professional certification or equivalent.
• Experience building and maintaining relationships with senior stakeholders.
• Proven ability to define and report on SLAs and KPIs.
• Hands-on experience with ITSM tools (ServiceNow, IFS Assyst or equivalent).
• Strong contract management and IT financial operations knowledge.
• Expertise in major incident management and escalation handling.
• Experience working with third-party IT service providers in multi-vendor environments.
• Experience in Retail IT operations and eCommerce platforms.

Responsibilities

• Own escalation management for service issues raised by providers or senior business stakeholders.
• Build and maintain trusted relationships with business leadership teams dependent on IT services.
• Provide regular performance insights and recommendations to senior IT and business stakeholders.
• Define, measure, and report on IT service partner performance against contractual KPIs and SLAs.
• Manage partner contracts to ensure services remain within budget and scope, delivering value.
• Lead continuous improvement initiatives to enhance service quality and efficiency.
• Collaborate with internal IT service managers to safeguard service stability.
• Ensure IT service partners remain compliant with governance processes.
• Support major incident management and post-incident reviews to drive accountability.

Skills

ITIL Managing Professional

Stakeholder relationship management

SLA and KPI reporting

ITSM tools

Contract management

Major incident management

Vendor management

Retail IT operations

eCommerce IT platforms

Cloud services management

Tools

ServiceNow

IFS Assyst

SAP ERP

Job description

Clarksoutlet is seeking a strategic Service Delivery Manager to govern external IT providers, focusing on senior stakeholder engagement and service performance. The role acts as the single escalation point for service issues and drives continuous improvement.

You will build trusted relationships with business leaders, ensure IT services meet expectations, and coordinate with internal IT teams to maintain service continuity across retail and eCommerce platforms.