Senior Service Delivery Manager

La Fosse; St Albans; On-site; GBP 70,000 - 90,000; Full time

Job summary

La Fosse is seeking a Senior Service Delivery Manager to own and improve critical customer-facing technology services within a large-scale digital ecosystem. You will work with senior stakeholders and partners to ensure stability, resilience and continual improvement across platforms.

The role requires commercial acumen, supplier governance and the ability to challenge when needed within a mature service management function.

Qualifications

• Experience in service delivery across customer-facing platforms.
• ITIL qualification and practical ITIL experience.
• Strong stakeholder management and supplier governance.

Responsibilities

• Own service delivery across critical customer and operational platforms.
• Lead major incident, problem and change management.
• Drive continual service improvement and operational resilience.
• Ensure new technology and transformation initiatives are operationally ready.
• Maintain governance, compliance and service management standards.

Skills

Service Delivery

ITIL

Stakeholder Management

Supplier Management

Incident/Problem/Change Management

Agile Delivery

Operational Resilience

Job description

A leading retail and hospitality organisation is looking for an experienced Senior Service Delivery Manager to take ownership of critical customer-facing technology services supporting a large-scale digital and loyalty ecosystem.

This Senior Service Delivery Manager role sits within a mature Service Management function, working closely with senior stakeholders, technology partners and operational teams to ensure services are stable, resilient and continually improving.

We're looking for a commercially minded Service Delivery professional who can challenge suppliers, influence stakeholders and take ownership when things go wrong.

What You'll Do

• Own service delivery across critical customer and operational platforms
• Manage strategic technology suppliers against SLAs, KPIs and service expectations
• Lead major incident, problem and change management
• Drive continual service improvement and operational resilience
• Ensure new technology and transformation initiatives are operationally ready
• Maintain strong governance, compliance and service management standards
• Act as a senior escalation point for critical service issues
• Work closely with Service Desk, Product, Technology and business teams

What They're Looking For

• Strong Service Delivery / Service Management experience
• Experience supporting customer-facing digital platforms, products or services
• Extensive third-party supplier and commercial management experience
• Strong practical knowledge of Incident, Problem and Change Management
• ITIL qualification and proven ITIL experience
• Excellent stakeholder management and influencing skills
• Experience working across Agile, Product and traditional delivery environments
• Comfortable operating in a complex, fast-paced environment

Experience within retail, hospitality, FMCG or another large consumer-facing organisation would be advantageous, as would international service delivery and DevOps exposure.

The Opportunity

A high-profile Senior Service Delivery Manager position with genuine ownership of critical technology services, senior stakeholder exposure and the opportunity to drive measurable improvements across a large-scale international operation.