Senior Service Delivery Manager

Falconsmartit; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Falconsmartit is seeking a Senior Service Delivery Manager to lead end-to-end Application Management Services for a large cross-functional team in London. The role encompasses service governance, KPI/SLA management, and continuous improvement across development, testing, DBA, and production support streams.

You will drive outcomes through stakeholder management, executive communication, and robust governance, ensuring service quality, stability, and customer satisfaction in a hybrid London

Qualifications

• 12+ years in IT service delivery, application management, or managed services.
• Proven experience leading large cross-functional application support and development teams.
• Strong ITIL knowledge across incident, problem, change, and release management.

Responsibilities

• Own end-to-end service delivery for the Application Management Services engagement.
• Lead and coordinate a cross-functional team of ~36 resources across multiple streams.
• Oversee delivery across development, testing, DBA, Agile delivery, and production support.
• Ensure achievement of contractual KPIs, SLAs, OLAs, and customer commitments.
• Monitor service performance, incidents, problems, changes, releases, risks and dependencies.
• Conduct regular service reviews with customers and stakeholders.
• Prepare and present operational dashboards and governance packs; drive improvement plans.
• Act as primary escalation point for critical incidents and delivery risks.
• Drive root-cause analyses and implement corrective actions.
• Establish governance, communication, escalation, and reporting processes.
• Manage resource planning, utilization, capacity, and succession planning.
• Coordinate with application, infrastructure, security, vendor and business teams.
• Ensure ITIL compliance and adherence to security controls.
• Identify opportunities to improve service quality, productivity, and customer satisfaction.
• Drive continual service improvement initiatives and benefits realization.
• Support commercial governance, budgeting, invoicing, forecasting and contract deliverables.

Skills

ITIL

Service Delivery

Stakeholder Management

KPI & SLA Management

Executive Communication

Incident & Problem Management

Cross-functional Leadership

Continuous Improvement

Governance

Risk Management

Tools

ServiceNow

Jira

Confluence

Power BI

Job description

Job Title: Senior Service Delivery Manager Application Management Services

Job Location: London, UK (Hybrid)

Job Type: FTE

Job Description :

We are looking for a Senior Service Delivery Manager to lead end-to-end delivery for Application Management Services with a team of approximately 36 resources across development, testing, DBA, Scrum Master, and other technical streams. The role will be responsible for service governance, stakeholder management, KPI/SLA performance, operational excellence, and continuous improvement.

Key Responsibilities

• Own end-to-end service delivery for the Application Management Services engagement.
• Lead, manage, and coordinate a cross-functional team of approximately 36 resources.
• Oversee delivery across development, testing, DBA, Scrum Master, production support, and related workstreams.
• Ensure achievement of contractual KPIs, SLAs, OLAs, quality targets, and customer commitments.
• Monitor service performance, incidents, problems, changes, releases, risks, and dependencies.
• Conduct regular service reviews with customers and stakeholders.
• Prepare and present operational dashboards, performance reports, governance packs, and improvement plans.
• Act as the primary escalation point for critical incidents, delivery risks, and service issues.
• Drive root-cause analysis and ensure timely implementation of corrective and preventive actions.
• Establish effective governance, communication, escalation, and reporting processes.
• Manage resource planning, utilization, capacity, skill development, and succession planning.
• Coordinate with application, infrastructure, security, vendor, and business teams.
• Ensure adherence to ITIL processes, organizational standards, security requirements, and compliance controls.
• Identify opportunities to improve service quality, productivity, automation, stability, and customer satisfaction.
• Drive continuous improvement initiatives and track benefits realization.
• Support commercial governance, budgeting, invoicing, forecasting, and contract deliverables where applicable.
• Mentor team leads and create a culture of accountability, collaboration, and operational excellence.

Required Skills and Experience

• 12+ years of experience in IT service delivery, application management, or managed services.
• Proven experience managing large, cross-functional application support and development teams.
• Experience leading teams across development, testing, DBA, Agile delivery, and production support functions.
• Strong understanding of ITIL processes, including incident, problem, change, release, request, and service-level management.
• Demonstrated experience managing SLAs, KPIs, OLAs, service credits, and customer governance.
• Strong stakeholder and customer management skills, including executive-level communication.
• Experience managing critical incidents, escalations, risk mitigation, and crisis communications.
• Strong knowledge of Agile, Scrum, DevOps, and application lifecycle management.
• Experience with service reporting, dashboards, trend analysis, and operational metrics.
• Strong people management, resource planning, conflict resolution, and leadership skills.
• Excellent communication, presentation, negotiation, and decision-making abilities.

Preferred Qualifications

• ITIL 4 Foundation or higher certification.
• PMP, PRINCE2, Scrum Master, or equivalent certification.
• Experience managing distributed or geographically dispersed teams.
• Experience with ServiceNow, Jira, Confluence, Power BI, or similar service management and reporting tools.
• Experience in continuous improvement, automation, Lean, or operational excellence programs.
• Experience managing enterprise applications and customer-facing managed services.

Key Success Measures

• Consistent achievement of contractual SLA and KPI targets.
• Improved application availability, service stability, and customer satisfaction.
• Reduction in repeat incidents, backlog, resolution time, and operational risks.
• Effective delivery of continual service improvement initiatives.
• Accurate and timely governance reporting.
• Optimal resource utilization and team productivity.
• Successful management of escalations, audits, releases, and service transitions.
• Strong customer relationships and positive stakeholder feedback