Senior Service Delivery Manager

Experis; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Global technology organisation in London is seeking an experienced Technical Service Delivery Manager / High Touch Operations Manager to join on an initial six-month contract. This customer-facing role delivers technical support services, coordinates incidents and drives continuous service improvement, with hybrid London work and occasional onsite attendance.

You will manage strategic enterprise clients, oversee incident management, monitor SLAs and KPIs, and coordinate cross-functional teams.

Qualifications

• 5+ years of experience in technical service delivery, IT operations or service management.
• Strong knowledge of enterprise networking technologies and infrastructure.
• Proven experience managing major incidents, technical escalations and service delivery.
• Experience working within an ITIL or ITSM environment.
• CCNA or equivalent relevant technical certification or knowledge.
• ITIL certification and a background in continuous service improvement.

Responsibilities

• Manage the delivery of technical support and operational services for strategic enterprise customers.
• Act as the primary escalation point for critical incidents, coordinating technical teams to ensure timely resolution.
• Build and maintain strong relationships with customer operational teams and senior stakeholders.
• Oversee incident management, root cause analysis and post incident reviews.
• Monitor service performance, SLAs, KPIs and outstanding support cases.
• Lead operational service reviews and contribute to Quarterly Business Reviews.
• Identify opportunities to improve service availability, operational efficiency and customer satisfaction.
• Coordinate internal technical specialists and support resources to meet customer requirements.
• Provide regular operational reporting and stakeholder updates.

Skills

Stakeholder management

Incident management

Communication

Education

ITIL/ITSM certification

Tools

CCNA

Job description

SC Cleared Technical Service Delivery Manager | London Hybrid | 6 Month Contract

I'm recruiting for an experienced Technical Service Delivery Manager / High Touch Operations Manager to join a leading global technology organisation on an initial 6 month contract.

This is a customer facing role supporting strategic enterprise clients, ensuring the effective delivery of technical support services, coordinating critical incidents and driving continuous service improvement.

The opportunity:

• Location: London hybrid, occasional onsite attendance
• Contract: Initially 6 months
• Start: ASAP
• Security clearance: Current, active SC clearance essential

Key responsibilities:

• Manage the delivery of technical support and operational services for strategic enterprise customers.
• Act as the primary escalation point for critical incidents, coordinating technical teams to ensure timely resolution.
• Build and maintain strong relationships with customer operational teams and senior stakeholders.
• Oversee incident management, root cause analysis and post incident reviews.
• Monitor service performance, SLAs, KPIs and outstanding support cases.
• Lead operational service reviews and contribute to Quarterly Business Reviews.
• Identify opportunities to improve service availability, operational efficiency and customer satisfaction.
• Coordinate internal technical specialists and support resources to meet customer requirements.
• Provide regular operational reporting and stakeholder updates.
• Current, active SC security clearance.
• At least 5 years of relevant experience in technical service delivery, IT operations or service management.
• Strong knowledge of enterprise networking technologies and infrastructure.
• Proven experience managing major incidents, technical escalations and service delivery.
• Excellent customer relationship management and stakeholder communication skills.
• Experience working within an ITIL or ITSM environment.
• CCNA or equivalent relevant technical certification or knowledge.
• Ability to attend a London office when required.
• Previous experience within a global technology vendor, managed services provider or systems integrator.
• Public sector, government or defence customer experience.
• ITIL certification and a background in continuous service improvement.

This is an excellent opportunity for an established Service Delivery Manager, Technical Service

Manager or Network Operations professional looking to support complex enterprise customers within a global technology environment.