Service Delivery Manager

Two Circles; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading sports marketing agency is looking for a Service Delivery Manager to enhance technology service delivery and support a global team. This role requires 3-5 years of relevant experience and proficiency in ITSM tools. The successful candidate will implement ITSM practices, collaborate across teams, and manage service delivery metrics. Opportunities for professional growth and a hybrid working model are offered.

Benefits

Hybrid working model

Performance planning and salary increases

Discretionary company bonus

Tickets to sporting events

Lunch and snacks provided

Private healthcare schemes

Learning and Development opportunities

Qualifications

• 3-5 years of experience in Service Desk Management or similar roles.
• Proven ability to implement and improve service processes.
• Exceptional communication skills with technical and non-technical audiences.

Responsibilities

• Ensure best technology experience for colleagues and clients.
• Develop and implement ITSM practices across Workplace Tech.
• Collaborate with other teams to enhance technology delivery.

Skills

Service Desk Management

Customer Success

Process implementation

ITSM tool administration

Project management

Tools

Jira Service Management

ServiceNow

ZenDesk

Job description

Two Circles is a vibrant, multi-award-winning and rapidly-expanding sports marketing agency. We work with some of the world’s biggest sports organisations including the NFL, Premier League, and UEFA.

We’re looking for growth-oriented, dynamic, and motivated new team members to help us build a once-in-a-lifetime sports business and reimagine the commercial frameworks of the global sports industry.

Every day, our team analyses billions of pieces of behavioral, attitudinal, and purchase data from sports fans worldwide, using the latest machine-learning and data visualization technologies. We do this to provide our clients with insights and tools to build direct relationships with fans, increase engagement, and drive revenue across their event day, sponsorship, and media businesses.

Our global team of over 1000 Two Circlers operates from 13 offices across the world, including London, New York, Los Angeles, Miami, Kansas City, Paris, Bern, and Melbourne. They collaborate across regions to serve our expanding international client base. See here for examples of our work.

As a Service Delivery Manager, you will play a vital role in ensuring colleagues and clients receive the best possible Technology experience by applying ITSM best practices and influencing technical teams to remain customer and service-focused.

This role offers an excellent opportunity to further develop your Service Management expertise, shape service strategies for internal Workplace Technology, and support the onboarding and integration of new markets and acquisitions as we expand.

Your main duties & responsibilities:

• Develop, implement, and assure ITSM practices across Workplace Tech to ensure timely and effective service delivery in our regional offices and remotely.
• Mature our service approach, ensuring new or improved practices are adopted, drawing on ITIL and other frameworks.
• Establish and help the team meet clear goals and success metrics, such as KPIs and SLAs, and support daily operations.
• Collaborate effectively with Technical and Business Enablement teams to deliver optimal Technology Experience.
• Create and manage documentation and training materials.
• Manage relationships with suppliers and key partners involved in service delivery.
• Monitor and review service performance metrics, taking corrective actions as needed.
• Communicate with stakeholders and user communities about service delivery, performance, changes, and incidents.
• Own services throughout their lifecycle, from design and transition to incident, problem, and change management, driving continual improvement.
• Plan and deliver change projects, including onboarding new offices and integrating new acquisitions.
• Mentor colleagues in Service Management skills and promote best practices.
• Ensure data protection and confidentiality at all times.

Minimum requirements:

• 3-5 years proven experience in Service Desk Management, Service Delivery, Customer Success, or similar within an internal operational capacity.
• Experience in process implementation and improvement across the Service Lifecycle.
• Strong incident and problem management skills.
• Passion for Service Excellence with a customer-focused approach.
• Proficiency in configuring and administering ITSM tools like Jira Service Management, ServiceNow, ZenDesk, or similar.
• Excellent communication skills for technical and non-technical audiences.
• Project and Business Change Management experience.

Preferred experience:

• Current ITSM certifications such as ITIL or VERISM.
• Technical understanding of Entra ID, Microsoft 365 Administration, MDM tools like Intune or Kandji.
• Disaster Recovery and Business Continuity Planning.

We offer a range of flexible benefits including hybrid working, performance-based salary reviews, discretionary bonuses, tickets to sporting events, team days, snacks, private healthcare, cycle-to-work scheme, and learning opportunities.