Retail IT Service Delivery Lead

Falcon Smart IT (FalconSmartIT); Greater London; On-site; GBP 90,000 - 125,000; Full time

Job summary

Falcon Smart IT (FalconSmartIT) is seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client in London. You will manage ITIL-based processes, governance, and reporting to ensure service stability and customer satisfaction.

The role requires strong stakeholder management, vendor coordination, and financial operations oversight, with a focus on continuous improvement and incident-free service delivery.

Qualifications

• 12–15 years of experience in service delivery, management, or operations.
• Experience managing infrastructure and applications support projects.
• Proven experience managing service operations for retail clients or retail technology environments.
• Strong knowledge of ITIL service management practices.
• Hands-on experience in client stakeholder management, service governance, and operational reporting.

Responsibilities

• Oversee end-to-end service operations for a retail client, ensuring stability and performance.
• Ensure services are delivered in line with SLAs, KPIs, and contractual commitments.
• Manage incident, problem, change, and request processes per ITIL best practices.
• Act as escalation point for major service issues and coordinate timely resolution.
• Lead client & stakeholder management and regular service review meetings.
• Drive CSI initiatives and continuous service improvement across the account.
• Coordinate with third-party vendors and internal teams to deliver seamless service.

Skills

ITIL Knowledge

Stakeholder Management

Service Operations

Vendor Management

Financial Operations

Incident/Problem/Change Mgmt

Operational Reporting

Customer Focus

Job description

Falcon Smart IT (FalconSmartIT) is seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client in London. You will manage ITIL-based processes, governance, and reporting to ensure service stability and customer satisfaction.

The role requires strong stakeholder management, vendor coordination, and financial operations oversight, with a focus on continuous improvement and incident-free service delivery.