Senior Service Delivery Manager

JR United Kingdom; Slough; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A prominent digital consultancy in Slough is seeking a Service Delivery Project Manager. This role will drive the day-to-day operations of service delivery, embracing Agile methodologies and fostering collaboration across global teams to enhance client outcomes. Ideal candidates will possess strong organisational, analytical, and communication skills, as well as experience in managing digital projects and support services.

Qualifications

• Experience in a digital agency, consultancy, or fast-paced delivery environment.
• Proven ability to manage support and optimisation programmes.
• Familiarity with Agile, release planning, and global team coordination.

Responsibilities

• Oversee day-to-day operations of service delivery and optimisation programmes.
• Manage concurrent workstreams, sprint cycles, and performance updates.
• Monitor SLA/KPI adherence and continuously optimise delivery frameworks.

Skills

Organisational skills

Communication skills

Analytical skills

Agile methodology

Digital project management

Education

Degree in Digital, Business, or IT-related field

Tools

Jira

Confluence

Miro

Slack

Job description

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We are recruiting for a Service Delivery Project Manager for Paragon DCX.

At DCX, we craft digital experiences that drive results.

We are an award-winning digital consultancy helping ambitious brands harness the power of data, technology, and compelling design to connect better with their customers and create real business impact. As we continue to expand our service-led partnerships, we’re looking for a Service Delivery Manager to join our Growth team. You’ll play a central role in ensuring the consistent delivery of high-impact support and optimisation programmes across a dynamic portfolio of client accounts.

What you’ll be doing

As a Service Delivery Manager, you'll oversee the day-to-day operations of multi-streamed delivery across ongoing support, BAU maintenance, and continuous optimisation initiatives. From incident triage to sprint planning, release management to roadmap evolution, you’ll be the heartbeat of delivery—ensuring every touchpoint exceeds expectations.

Working across globally distributed hybrid teams in the UK, Poland, and India, you'll drive operational excellence while maintaining crystal-clear communication with internal and external stakeholders. You’ll partner closely with Account Directors and Scrum Masters to ensure delivery activity is aligned with both strategic goals and commercial realities.

This is more than a coordination role—it’s an opportunity to help shape how DCX delivers long-term value, innovation, and measurable impact for our clients.

What you'll bring

• Own delivery across incident management, BAU support, and experimentation programmes
• Manage concurrent workstreams, sprint cycles, UAT phases, and release calendars
• Lead service meetings, reports, and performance updates
• Monitor SLA/KPI adherence and continuously optimise delivery frameworks

Client Partnership

• Be the go-to for day-to-day service queries and coordination
• Partner with Account Directors on strategy alignment and SoW development
• Support Scrum Masters in planning, progress tracking, and issue resolution
• Keep clients in the loop with structured, insight-led reporting
• Plan and manage test-and-learn cycles, aligning with UX, dev, and analytics teams
• Turn data into action, and action into high-impact improvements

Commercial & Resource Management

• Manage budgets, utilisation, and resourcing for support and enhancement activity
• Track scope boundaries and facilitate change control when required

Agile Delivery

• Align sprint planning with service goals and evolving client needs
• Ensure sprint readiness, backlog clarity, and sustainable delivery cadence

Technical Acumen

• Comfortable with web platforms (Drupal preferred), CMS structures, and DevOps principles
• Able to review configuration and content for issue triage and minor updates
• Understands experimentation, analytics, and their role in continuous improvement

What we’re looking for

Must-haves

• Experience in a digital agency, consultancy, or fast-paced delivery environment
• Proven ability to manage support and optimisation programmes
• Familiarity with Agile, release planning, and global team coordination
• Excellent organisational, communication, and analytical skills
• Proficiency in Jira, Confluence, Miro, and Slack

Nice-to-haves

• ITIL Foundation or similar framework knowledge
• Experience with Drupal and CMS-based ecosystems
• Strong understanding of service documentation best practices (RAID-D, RCA, etc.)
• Degree in Digital, Business, or IT-related field

We are an equal opportunity employer, and we encourage job applications from people of all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation or marital status.

We recognise how challenging this current job market is for candidates, and Paragon Talent Solutions are therefore striving to provide the best candidate experience we can.

If you are interested in this opportunity, we kindly request that you apply via this LinkedIn advert, as opposed to sending us an email or LinkedIn direct message.

We are eager to ensure that each candidate application is considered fairly, and receives a consistent experience. Unfortunately, we cannot ensure this standard if you enquire about a role via email or LinkedIn message, as it falls outside of our established process.

This is a hybrid role - 2 days a week in our London office, plus ad-hoc client meetings