Senior Application Services Delivery Lead (Hybrid)

Falcon Smart IT (FalconSmartIT); Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Falcon Smart IT (FalconSmartIT) in London seeks a Senior Service Delivery Manager to lead end-to-end delivery for Application Management Services, overseeing a ~36-person team across development, testing, DBA, Scrum Master, and other streams.

You will manage governance, KPIs, and incident response, with a focus on continuous improvement, customer satisfaction, and executive communication.

Qualifications

• 12+ years in IT service delivery or managed services.
• Experience leading cross-functional application support and development teams.
• Strong ITIL processes exposure including incident, problem, change, release, and service-level management.
• Proven ability to manage SLAs, KPIs, OLAs, and governance with customers.
• Executive-level stakeholder management and communication skills.
• Experience with service reporting, dashboards, and operational metrics.
• Ability to drive continuous improvement and automation initiatives.

Responsibilities

• Own end-to-end service delivery for the Application Management Services engagement.
• Lead and coordinate a cross-functional team of ~36 resources.
• Oversee delivery across development, testing, DBA, Agile delivery, and production support.
• Ensure achievement of contractual KPIs, SLAs, OLAs, and quality targets.
• Monitor service performance, incidents, changes, releases, risks, and dependencies.
• Conduct regular service reviews with customers and stakeholders.
• Prepare governance packs and improvement plans for management.
• Act as primary escalation point for critical incidents and risks.
• Drive root-cause analysis and corrective action implementations.
• Establish governance, communication, escalation, and reporting processes.
• Manage resource planning, utilization, capacity, and succession planning.
• Coordinate with application, infrastructure, security, vendors and business teams.
• Ensure ITIL compliance and security requirements are met.
• Identify opportunities to improve service quality and stability.

Skills

ITIL knowledge

Stakeholder management

Strategic leadership

Cross-functional leadership

Agile/DevOps

Performance governance

Incident management

Service reporting

Vendor coordination

Executive communication

Tools

ServiceNow

Jira

Confluence

Power BI

Job description

Falcon Smart IT (FalconSmartIT) in London seeks a Senior Service Delivery Manager to lead end-to-end delivery for Application Management Services, overseeing a ~36-person team across development, testing, DBA, Scrum Master, and other streams.

You will manage governance, KPIs, and incident response, with a focus on continuous improvement, customer satisfaction, and executive communication.