Senior Service Delivery Manager - 12 Month FTC

La Fosse; Greater London; Hybride; GBP 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Annual leave up to 30 days

Hybrid working: 4 days in London + 2 w

Private health & dental discounts

Gym membership subsidy

Weekly in-office massages

Mental health support

Enhanced maternity pay

Team socials & incentives

Résumé du poste

La Fosse is expanding its Capability-as-a-Service (CaaS) offering and seeks a Senior Service Delivery Manager to own end-to-end service delivery for client engagements from mobilisation through to delivery and exit.

You will manage senior client stakeholders, govern service quality, performance, and continuity, while collaborating with Solutions Directors and delivery teams to scale the offering and maintain high standards.

Qualifications

• Proven track record delivering outsourced or managed services.
• Experience building and maintaining service delivery processes and SLAs.
• Strong ability to manage senior stakeholder relationships and governance meetings.

Responsabilités

• Own day-to-day delivery of CaaS engagements from mobilisation to delivery and exit.
• Lead regular service reviews, governance meetings and performance reporting.
• Monitor service levels, escalations and corrective actions.
• Plan capacity and demand with clients to ensure the right capability is available.
• Oversee mobilisation, go-live readiness and continuity across engagements.

Connaissances

Stakeholder management

Service delivery governance

Capacity planning

Mobilisation & transition

Contract & budget management

Client relationship management

Governance & reporting

Formation

ITIL Foundation

Outils

SFIA framework

Description du poste

La Fosse is an employee-owned technology talent and solutions business, working with clients across Recruitment, Executive Search, Academy and Technology Solutions.

We partner with organisations on everything from individual specialist hires and large-scale recruitment programmes through to Statement of Work and outcome-led technology solutions.

As our Solutions capability continues to grow, we are expanding our Capability-as-a-Service (CaaS) offering, providing clients with specialist digital and technology capability through fully managed, outcome-led services.

With our first CaaS engagement now live with a major financial services client and several more expected to mobilise in 2027, we are looking for an experienced Senior Service Delivery Manager to take ownership of service delivery and help shape this offering as it scales.

The Opportunity

This is a client-facing leadership role, with responsibility for ensuring our engagements run effectively from mobilisation through to delivery and exit. You will act as the primary point of contact for senior client stakeholders, owning service quality, performance, governance and continuity.

You will take ownership of the day-to-day delivery of our CaaS engagements, ensuring clients receive a consistent, high-quality service while maintaining the standards and processes that underpin our managed services model.

Working closely with the Solutions Director, Client Engagement Leads and wider delivery teams, you will be responsible for:

• Client relationship management: Building strong relationships with senior client stakeholders, acting as their primary contact and leading regular service reviews and governance meetings.
• Service performance: Monitoring delivery against agreed service levels, managing escalations and ensuring reporting, outputs and corrective actions are handled effectively.
• Capacity and demand planning: Working with clients to understand future requirements, translating demand into resource plans and ensuring the right specialist capability is available at the right time.
• Mobilisation and continuity: Leading new service mobilisations, overseeing go-live readiness and managing cover, replacements and continuity throughout each engagement.
• Commercial and operational management: Monitoring spend against agreed budgets and purchase orders, managing changes to service scope and supporting extensions and renewals.
• Service improvement: Developing and maintaining delivery processes, improving reporting standards and identifying opportunities to strengthen and expand our CaaS offering.

This is an opportunity to join a growing Solutions function at an important stage in its development. You will have the scope to take ownership of live client engagements while helping establish the processes, standards and delivery model that will support future growth.

We are looking for someone with significant experience managing outsourced or managed services within environments such as:

• Technology or IT services
• Digital or professional services
• Management consultancy
• Managed service providers
• Technology or workforce solutions

You will need to have a proven track record of managing complex client relationships and taking ownership of service delivery, ideally within demanding, stakeholder-led environments.

You should also be comfortable:

• Managing senior stakeholders, including CIOs, CTOs and Heads of Function.
• Leading formal service reviews and reporting on performance against agreed SLAs and KPIs.
• Managing service escalations, risks, issues and dependencies.
• Overseeing service mobilisation, capacity planning and ongoing delivery.
• Understanding commercial controls, including purchase orders, budget consumption, change requests and contract renewals.
• Maintaining the distinction between a genuinely managed service and the supply of individual contractors or specialists.
• Building and improving delivery processes within a growing or evolving service environment.

We are particularly interested in people who have helped mobilise or develop managed services from an early stage, rather than simply inheriting an established operating model.

ITIL 4 Foundation (or equivalent) would be beneficial, as would experience working with financial services or public sector clients and familiarity with the SFIA competency framework.

Annual Leave: Enjoy up to 30 days of annual leave, plus bank holidays, your birthday off, and a Christmas closure period.

Hybrid Working Model: We work 4 days a week from our London office, with 2 weeks per year to work from anywhere, whether that’s by the beach, in the countryside, or closer to family.

Annual Company Ski Trip: Hit the slopes with the team, our all-company ski trip is open to everyone.

Wellness Perks: We subsidise your gym membership to help you stay active and energised, and offer weekly in-office massages for a midweek recharge.

Mental Health Support: Access to professional support and resources to help you prioritise your wellbeing.

Enhanced Maternity Pay: We provide enhanced maternity packages to support you through life’s important milestones.

Incentives & Socials: Regular team socials, performance incentives, and rewards to celebrate your success.

Private Health & Dental Discounts: Take advantage of discounted private healthcare and dental plans, because your health matters.