Senior Service Delivery Manager

JR United Kingdom; Livingston; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading digital solutions company is seeking a Senior Service Delivery Manager in Livingston to oversee the delivery of IT services. Ideal candidates will have over 10 years of experience in cloud and infrastructure management, strong technical skills, and a proven track record of managing client relationships and service expectations.

Qualifications

• 10+ years of experience in managing Cloud, Infrastructure, and security operations.
• Relevant IT-related qualification is required.
• Experience handling large transformational deals and managing client expectations.

Responsibilities

• Oversee the end-to-end delivery of cloud infrastructure and security services.
• Ensure service delivery meets agreed SLAs and KPIs.
• Manage client escalations and service performance reporting.

Skills

Cloud technologies

Data centre security

Cybersecurity

Service management

Client management

Project management

Financial monitoring

Education

Bachelor of Engineering

Bachelor of Science

Bachelor of Business Administration

Tools

VMware

Checkpoint

F5

Palo Alto

Extreme

Job description

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Senior Service Delivery Manager, Livingston

Client:

Location: Livingston, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 3

Posted: 31.05.2025

Expiry Date: 15.07.2025

Job Description:

Zensar is a leading digital solutions and technology services company that specialises in partnering with global organisations across industries in their Digital Transformation journey. Zensar’s Return on Digital strategy has enabled customers to look beyond current investments towards realising visible business benefits in their digital transformation journey.

If you’re looking for a workplace where associates realise and contribute to their full potential, are recognised for the impact they make, and enjoy the company of the people they work with, then you’ve come to the right place!

The Senior Service Delivery Manager has responsibility for the delivery of all production IT services to the firm. Working closely with the Systems and IT Security managers, this person assures a high-quality service to end users. The Service Delivery Manager ensures Service Support and Service Delivery Processes are in place and managed effectively. As well as managing within the IT team, this is a "business facing" role and requires the establishment and management of expectations within the firm and drives the IT Service Team to achieve those expectations to a high standard.

Roles and Responsibilities:

1. Oversee the end-to-end delivery of cloud infrastructure and security services to ensure alignment with client requirements and organizational goals.
2. Ensure the delivery of services meets agreed-upon SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
3. Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time and within budget.
4. Manage client escalations, ensuring that issues are resolved promptly and to the client's satisfaction.
5. Identify opportunities for account growth and work closely with sales and account management teams to capitalise on them.
6. Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes.
7. Anticipate details of transformation deals and opportunities by communicating directly with customers and staying informed of relevant trends and industry news/Account mining.
8. Experience handling vendors from a reporting, Procurement, and service management perspective.
9. Monitor financial performance, ensuring that delivery costs are within budget and profit margins are maintained.
10. Identify and implement cost-saving initiatives without compromising service quality.
11. Handle all invoicing matters for project activities and coordinate between Finance team and customer.
12. Stay up to date with the latest trends, technologies, and best practices in cloud computing and cybersecurity.
13. Identify opportunities for innovation and work with the technical teams to implement new solutions that enhance service delivery.
14. Foster a culture of innovation within the delivery team, encouraging the exploration of new tools, techniques, and approaches.
15. Drive automation across the accounts.
16. Develop and deliver regular reports on service delivery performance, including metrics on availability, reliability, and security.
17. Analyse service delivery data to identify trends, issues, and opportunities for improvement.

Technical Required Skills & Qualifications:

• Must have executed cloud, security and data centre infrastructure projects covering all stacks starting from perimeter network, multi-cloud, Virtualization stack, server stack, Office 365, Cloud migration, BCP & DR, DevOps backup & recovery projects.
• Proven, good knowledge of Cloud, data centre & security infrastructure technologies (VMware, Checkpoint, F5, Palo Alto, Extreme).
• A strong understanding of the latest Cloud, data centre security & cybersecurity technology.
• Must have executed large transformational deals which involved data centre migration/Consolidation, End-user services transformation.
• Preferably ITSM/SIAM certified.
• 10+ years of experience in managing Cloud, Infrastructure, security operations and projects/programs in the infrastructure space.

Qualification:

• Relevant Bachelor of Engineering or Bachelor of Science or Bachelor of Business Administration or equivalent or higher (IT related qualification may be required).