Senior Service Delivery Manager

HCLTech; England; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

A leading global technology firm in the UK is seeking an Integrated Service Delivery Lead to manage end-to-end IT service delivery across multiple technology towers. This role requires strong leadership capabilities, strategic thinking, and effective engagement with CXO-level stakeholders. Ideal candidates will have at least 20 years of experience in IT, with a track record of managing global delivery models and a deep understanding of IT service management. This position offers a challenging opportunity to drive operational excellence and customer satisfaction.

Qualifications

• 20+ years in IT with experience in customer projects.
• Proven track record with global delivery models.
• Exceptional CXO-level communication and presentation skills.

Responsibilities

• Oversee end-to-end delivery of IT services.
• Engage with CXO-level stakeholders to align IT services.
• Implement robust governance frameworks for service delivery.

Skills

IT service management frameworks

Multi-tower environments

Service delivery management

Stakeholder management

Problem-solving

Project management

Analytical skills

ServiceNow

Jira

MS Project

Education

Bachelor’s degree (Engineering / Technology preferred)

ITIL Expert certification

PMP or PRINCE2 certification

Job description

We are looking for The Integrated Service Delivery Lead

Below are details

Location: United Kingdom, Native

Experience: 20+ years in IT, with extensive exposure to customer projects across diverse domains.

Role Overview

The Integrated Service Delivery Lead will be responsible for managing and delivering complex end-to-end IT services across multiple technology towers (infrastructure, application) and business functions. This role demands strong leadership, strategic thinking, and the ability to engage with senior stakeholders, including CXO-level executives. The ideal candidate will have a proven track record of managing global delivery models, including offshore teams, and ensuring seamless integration of IT infrastructure and application services.

Key Responsibilities

• Service Delivery Management: Oversee end-to-end delivery of IT services across infrastructure and application support / development projects.
• Ensure adherence to SLAs, KPIs, compliance standards, and contractual commitments.
• Coordinate with cross‑functional delivery teams to resolve service issues and escalations in a timely manner.
• Monitor operational performance dashboards and proactively address service risks and deviations.
• Customer Stakeholder Engagement: Act as a trusted advisor to clients, engaging at CXO level to understand business objectives and align IT services accordingly.
• Conduct regular governance meetings (weekly, monthly, quarterly) including SLA reviews, operational updates, and strategic planning.
• Integrated Operations & Collaboration: Ensure smooth coordination between infrastructure and application teams for integrated solutions.
• Align and orchestrate multiple service towers (Apps, Infra, Cloud, DevOps, Cybersecurity, etc.) to deliver a unified customer experience.
• Global Delivery Model: Facilitate smooth collaboration between onsite, offshore, and nearshore teams.
• Governance & Compliance: Implement robust governance frameworks, SLAs, and compliance standards for service delivery.
• Continuous Improvement: Drive innovation and process improvements to enhance service efficiency and customer satisfaction; identify opportunities for operational optimization, automation / AI adoption, and cost optimization.
• Financial & Contractual Management: Track and manage delivery budgets, resource utilization, and productivity; support financial governance including forecasting, invoicing, and cost optimization; ensure compliance with MSAs, SOWs, and service delivery commitments.

Required Skills & Competencies

• Technical & Domain Skills: Strong understanding of IT service management frameworks; exposure to multi‑tower environments (cloud, infrastructure / servers, applications, networks, cybersecurity, and service desk); experience managing large, distributed delivery teams.
• Leadership & Management: Proven ability to lead large, diverse teams across geographies; strong experience in service delivery management, programme governance, and operational excellence.
• Customer Engagement: Exceptional communication, stakeholder management and presentation skills for CXO‑level interactions; strong problem‑solving, analytical and decision‑making skills; ability to translate technical solutions into business outcomes.
• Project & Service Management: Expertise in IT Service Delivery roles (ITIL processes, service transition, and operations); prior experience in managing enterprise‑level service delivery for global customers; experience working in managed services, outsourcing, or SI environments.
• Global Delivery Experience: Hands‑on experience working with offshore teams and distributed delivery models.
• Other Core Skills: Strategic thinking and problem‑solving; familiarity with contract management and commercial aspects; proficiency in tools like ServiceNow, Jira, MS Project.

Preferred Qualifications

• Bachelor’s degree (Engineering / Technology preferred)
• ITIL Expert or equivalent certification.
• PMP or PRINCE2 certification.
• Exposure to cloud platforms (Azure, AWS) and modern application architectures.