Service Delivery Manager

Consol Partners; London; Hybrid; GBP 50,000 - 90,000; Full time

Job description

Hi,

This is Abdul from ConSol Partners. One of my client's in London is hiring for a Service Delivery Manager. Below are the job details. Please send a copy of your CV if you would like to apply.

Title: Service Delivery Manager
Location: London
Duration: Contract length through to 31st March 2026
Job type: Hybrid (2/3 days in the office every week)

The Service Delivery Manager will be responsible for supporting the execution of tasks relating to deliverables for large scale outsourcing vendors and longer-term opportunities on internal service centres.

Responsibilities:

1. Support transition of services into an operational state working with internal stakeholders and vendor.
2. Supporting the vendor to meet obligations on connectivity, transition, and implementation.
3. Support drafting SoW’s and supporting functional leads in transposing their requirements to contractual terms.
4. Coordinating with business leads to track and maintain progress on saving initiatives.
5. Produce and embed outputs to ensure commercial and contractual negotiations remain on track.
6. Work closely with the America’s Division to align offshoring requirements.
7. Ensure savings, pipeline, milestones, risks, issues & compliance are accurate and report to line management and appropriate governance forums.
8. Work with the Supplier to implement a set of governance and management meetings and a set of management reports.
9. Ensure Suppliers incident and problem management and escalation procedures are documented in collaboration with client's SME’s.
10. Management of escalations as per governance procedures, appropriately seeking support and decision making.
11. Establish and Lead/participate in Service Review Meetings, which will be charged with overseeing and managing the performance and delivery of services under applicable SOW’s.
12. Supporting Audits and reviews.

Knowledge, Skills, Experience & Qualifications:

1. Industry experience of working with BPO vendors and ability to demonstrate previous offshoring experience in the banking industry is essential.
2. Initiative-taking and organised with excellent time management skills and the ability to prioritise workload to deliver within set time frames to the highest quality.
3. Strong business awareness, researching, investigating and problem solving.
4. Demonstrable experience in governance and spend control in the banking industry necessary.
5. Analytical thinking: Ability to critically evaluate complex documentation/stakeholder updates for the Project Manager/to wider project forums.
6. Oversee large scale outsourcing Vendors.
7. Establishing Governance.
8. Management of scorecards.
9. Stakeholder Management: Proven ability to build positive relationships with stakeholders of various jurisdictions and seniorities – with the ability to influence to gain agreement.
10. Presentation: Ability to produce high quality materials to ensure informed decision-making and information sharing across senior stakeholders.
11. Excellent collaborator with the ability to build successful and productive relationships.

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Created on 02/04/2025 by Consol Partners