Service Delivery Manager

Lynx Recruitment Ltd; City Of London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Flexible hybrid working

Large-scale enterprise platform

Professional development

Competitive benefits

Job summary

Lynx Recruitment Ltd is seeking an experienced Service Delivery Manager to join a growing technology consultancy delivering complex managed services for a large-scale digital platform. You will bridge technical delivery teams and customer stakeholders, driving operational excellence and continual service improvements.

In this role you will manage SLAs/KPIs, lead governance meetings, and coordinate multi-vendor delivery in a hybrid working environment.

Qualifications

• Experience as a Service Delivery Manager in a managed services environment.
• Strong knowledge of ITIL service management.
• Experience managing business-critical services and multi-vendor environments.
• Ability to manage stakeholders and communicate effectively.
• Experience with SLA/KPI reporting and continuous service improvement.

Responsibilities

• Manage service delivery in line with SLAs and KPIs.
• Lead service reviews, reporting and governance meetings.
• Ensure ITIL processes, including Incident, Problem and Change Management, are followed.
• Act as the main escalation point for service-related issues.
• Coordinate delivery across multiple teams and suppliers.
• Drive service improvements using operational data and performance metrics.
• Build strong relationships with customer and internal stakeholders.

Skills

Service delivery management

ITIL

Stakeholder management

SLA/KPI reporting

Multi-vendor management

Tools

AWS

Azure

ServiceNow

Jira

Job description

Lynx Recruitment is looking for an experienced Service Delivery Manager to join a growing technology consultancy delivering complex managed services for a large-scale, business-critical digital platform. This is an exciting opportunity to work within a collaborative, multi-team environment, supporting enterprise-level services that underpin a high-volume customer-facing application.

You'll play a key role in ensuring operational excellence, driving continual service improvements, and acting as the bridge between technical delivery teams and customer stakeholders.

Key Responsibilities

• Manage service delivery in line with SLAs and KPIs.
• Lead service reviews, reporting and governance meetings.
• Ensure ITIL processes, including Incident, Problem and Change Management, are followed.
• Act as the main escalation point for service-related issues.
• Coordinate delivery across multiple teams and suppliers.
• Drive service improvements using operational data and performance metrics.
• Build strong relationships with customer and internal stakeholders.

Requirements

Essential

• Experience as a Service Delivery Manager in a managed services environment.
• Strong knowledge of ITIL service management.
• Experience managing business-critical services and multi-vendor environments.
• Ability to manage stakeholders and communicate effectively.
• Experience with SLA/KPI reporting and continuous service improvement.

Desirable

• Experience with AWS or Azure.
• Knowledge of ServiceNow, Jira or similar tools.
• Experience supporting digital or eCommerce platforms.
• Background in travel, aviation or other high-volume environments.

What's on Offer

• Competitive salary and benefits.
• Flexible hybrid working.
• Opportunity to work on a large-scale enterprise platform using modern cloud technologies.
• Ongoing professional development and career progression.