Service Delivery Manager

Falcon Smart IT (FalconSmartIT); Greater London; On-site; GBP 90,000 - 125,000; Full time

Job summary

Falcon Smart IT (FalconSmartIT) is seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client in London. You will manage ITIL-based processes, governance, and reporting to ensure service stability and customer satisfaction.

The role requires strong stakeholder management, vendor coordination, and financial operations oversight, with a focus on continuous improvement and incident-free service delivery.

Qualifications

• 12–15 years of experience in service delivery, management, or operations.
• Experience managing infrastructure and applications support projects.
• Proven experience managing service operations for retail clients or retail technology environments.
• Strong knowledge of ITIL service management practices.
• Hands-on experience in client stakeholder management, service governance, and operational reporting.

Responsibilities

• Oversee end-to-end service operations for a retail client, ensuring stability and performance.
• Ensure services are delivered in line with SLAs, KPIs, and contractual commitments.
• Manage incident, problem, change, and request processes per ITIL best practices.
• Act as escalation point for major service issues and coordinate timely resolution.
• Lead client & stakeholder management and regular service review meetings.
• Drive CSI initiatives and continuous service improvement across the account.
• Coordinate with third-party vendors and internal teams to deliver seamless service.

Skills

ITIL Knowledge

Stakeholder Management

Service Operations

Vendor Management

Financial Operations

Incident/Problem/Change Mgmt

Operational Reporting

Customer Focus

Job description

Job Description: Service Delivery Manager

Job Location: London,UK

Job Type: Permanent

Role Overview

We are seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client. This role is responsible for ensuring high-quality service delivery, operational stability, and continuous improvement across business-critical services. The ideal candidate will bring strong expertise in service management, ITIL practices, client stakeholder management, operational excellence, financial operations, and third-party/vendor coordination to deliver excellent customer outcomes.

Key Responsibilities

• Service Operations Management
• Manage day-to-day service operations for the retail client, ensuring service stability, reliability, and performance.
• Ensure services are delivered in line with agreed SLAs, KPIs, and contractual commitments.
• Oversee incident, problem, change, and request management processes in alignment with ITIL best practices.
• Act as the escalation point for major service issues and coordinate timely resolution across the service operational window.
• Client & Stakeholder Management
• Serve as the primary point of contact for client stakeholders on service delivery, service performance, and operational priorities.
• Build and maintain strong relationships with business, IT, and operational stakeholders.
• Conduct regular service review meetings to present service metrics, risks, ongoing issues, and improvement plans.
• Ensure a high level of customer satisfaction through proactive communication and service governance.
• Service Management & Governance
• Implement and manage ITIL-based service management processes across the account.
• Establish governance frameworks to monitor service quality, compliance, and operational effectiveness.
• Track service performance and drive corrective and preventive actions when service levels are at risk.
• Chair WSRs, MSRs and QBRs as required with key client stakeholders
• Operational Excellence
• Identify and drive opportunities to improve service quality, efficiency, and productivity.
• Lead initiatives focused on process optimization, standardization, automation, and best practices.
• Use operational data and service trends to reduce recurring issues and improve service outcomes.
• Lead continuous service improvement (CSI) initiatives to enhance service delivery and customer experience.
• Analyze service performance data, customer feedback, and root causes to identify improvement opportunities.
• Able to interpret data and derive insights from operational data
• Define, implement, and track improvement plans with measurable outcomes.
• Financial Operations & Commercial Management
• Manage finance-related operational tasks such as invoicing, billing coordination, financial tracking, and supporting budget governance for the account.
• Ensure accuracy and timeliness of invoicing in coordination with internal finance teams and client stakeholders.
• Monitor commercial commitments, cost performance, and financial impacts related to service delivery.
• Support contract and financial discussions by providing operational inputs, forecasts, and service consumption details.
• Third-Party & Vendor Management
• Work closely with third-party vendors, partners, and suppliers to ensure seamless service delivery to the customer.
• Manage vendor performance against agreed service levels, deliverables, and contractual obligations.
• Coordinate across internal teams and external partners to resolve operational issues and improve end-to-end service quality.
• Build effective working relationships with third parties to ensure alignment, accountability, and service excellence.
• Coordinate with internal delivery teams, support teams, and external providers to ensure smooth service operations.
• Provide leadership, oversight, and direction during service escalations and operational challenges.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.

Required Skills & Qualifications

• 12–15 years of experience in service delivery, service management, or operations management.
• Experience of managing projects with infrastructure and applications support is mandatory
• Proven experience managing service operations for retail clients or retail technology environments across infra and applications preferred
• Strong knowledge of ITIL service management practices.
• Hands-on experience in client stakeholder management, service governance, and operational reporting.
• Experience handling financial operations such as invoicing, billing coordination, and budget-related activities within service delivery.
• Strong experience working with third-party vendors and external service providers.
• Demonstrated ability to drive operational excellence and continuous service improvement initiatives.
• Excellent communication, stakeholder management, and problem-solving skills.