Remote Service Delivery Manager - Stakeholder & Performance

Clarks; Street; Remote; GBP 90,000 - 120,000; Full time

Job summary

Clarks is seeking a strategic Service Delivery Manager to oversee external IT service providers, focusing on senior stakeholder engagement and service continuity. You will act as the single escalation point for service issues and drive governance, KPI reporting, and continuous improvement across a complex, multi-vendor landscape.

This role requires strong communication, relationship-building with business leaders, and deep ITSM expertise.

Qualifications

• ITIL Managing Professional (or equivalent advanced ITIL qualification)
• Demonstrated ability to manage senior stakeholder relationships and communications
• Proven experience in defining and reporting on SLAs and KPIs
• Hands-on experience with IT Service Management tools (e.g., ServiceNow, or equivalent)
• Strong background in contract management and IT financial operations
• Expertise in major incident management and escalation handling
• Experience working with third-party IT service providers in a complex, multi-vendor environment
• Experience supporting Retail IT operations and eCommerce platforms
• Familiarity with SAP ERP systems and cloud providers across SaaS and IaaS

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 KPIs and SLAs.
• Manage partner contracts to ensure services stay within budget and scope.
• 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.

Skills

Stakeholder management

KPI reporting

Contract management

Vendor management

Incident management

Cross-functional collaboration

Communication

Relationship management

ITSM governance

Tools

ServiceNow

IFS Assyst

Job description

Clarks is seeking a strategic Service Delivery Manager to oversee external IT service providers, focusing on senior stakeholder engagement and service continuity. You will act as the single escalation point for service issues and drive governance, KPI reporting, and continuous improvement across a complex, multi-vendor landscape.

This role requires strong communication, relationship-building with business leaders, and deep ITSM expertise.