Senior Service Delivery Manager

Tiro Partners Limited; Greater London; Hybrid; GBP 81,000 - 99,000; Full time

Job summary

Tiro Partners Limited is seeking a Service Delivery Manager for a pivotal role focusing on enhancing internal service delivery and building support frameworks for external partners. The candidate should have proven experience in Service Delivery Management, particularly in B2B environments.

Responsibilities include optimising technical operations, managing relationships with external vendors, and ensuring high service standards. The position offers a hybrid working model with a salary of up to £90,000 plus bonuses.

Qualifications

• Proven experience in Service Delivery Management, ready for a leadership role.
• Strong background in B2B support environments or white-label platforms.
• Demonstrated ability to improve and scale technical operations.
• Strong analytical and problem-solving skills under pressure.

Responsibilities

• Rebuild and enhance the internal support function with a customer-first mindset.
• Develop B2B support readiness frameworks, including SLAs and support pathways.
• Optimise support coverage through data-driven insights and communication.
• Standardise ITSM processes including Incident and Problem Management.

Skills

Service Delivery Management

B2B Support

ITSM

SaaS

Analytical Skills

Problem-Solving

Communication Skills

Job description

Service Delivery / B2B / ITSM / Service Desk

Role: Service Delivery Manager (B2B / ITSM / SaaS)

Company: Ecommerce, Travel

Location: London, Hybrid

Salary: up to £90,000 basic + Bonus

About You

You are an experienced and proactive Service Delivery Manager who thrives in a fast-paced, high-growth environment. You bring a strategic mindset and a structured approach to organising internal support processes, with a strong focus on scaling operations for future growth.

With excellent communication skills and a deep understanding of B2B & B2C environments, you are confident in optimising technical estates to support both internal teams and external partners, including white-label clients.

About the Role

This is a pivotal leadership role responsible for evolving both the technical estate and support function. While initially focused on enhancing internal service delivery, the primary objective is to build a scalable support framework that enables seamless onboarding and support for external B2B and white-label partners.

You will play a key role in driving continuous improvement across service delivery, processes, and workflows, working closely with product teams, developers, and external vendors to ensure consistently high service standards.

Key Responsibilities

• Rebuild and enhance the internal support function with a strong customer-first mindset
• Develop B2B support readiness frameworks, including SLAs, OLAs, and support pathways
• Optimise support coverage through data-driven insights and clear communication
• Standardise ITSM processes (Incident, Request, Problem Management)
• Lead service desk operations, including tooling, reporting, and escalation processes
• Manage procurement, licensing, hardware/software provisioning, and networking
• Support security and risk initiatives in collaboration with senior IT leadership
• Act as a senior escalation point for complex technical issues
• Define and track KPIs, providing performance insights to leadership
• Support change management and SaaS implementation across the business
• Develop knowledge management frameworks and self-service documentation
• Manage relationships with external vendors and B2B partners

Requirements

• Proven experience in Service Delivery Management, ready to step into a leadership role
• Strong background in B2B support environments or white-label platforms
• Demonstrated ability to improve and scale technical operations
• Strong analytical and problem-solving skills under pressure
• Confidence to challenge and influence stakeholders at all levels
• Excellent communication skills, translating technical concepts for non-technical audiences
• Flexibility to support on-call, weekend, or holiday operations as required

Keywords

Service Delivery Manager, ITSM, B2B Support, SaaS, Service Desk Management, Incident Management, Problem Management, Change Management, SLAs, OLAs, Vendor Management, White-Label Platforms, Technical Operations, IT Infrastructure, Support Frameworks, KPI Reporting, Process Optimisation, Knowledge Management, Stakeholder Management, Continuous Improvement