Service Delivery Manager

ITV; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Join a leading media company as a Service Delivery Manager to enhance service delivery for internal and external users. This role involves overseeing ITSM processes, collaborating with stakeholders, and driving supplier management to ensure optimum service operations. Candidates with a passion for service management and proven leadership will thrive in this dynamic environment.

Qualifications

• Minimum of 2 years in a lead Service Operations or Management role.
• Experience using ITIL and ITSM frameworks.
• Proven leadership in service delivery and vendor management.

Responsibilities

• Ownership of ITSM/ITIL processes for service delivery.
• Lead service readiness planning for key events.
• Define and progress a Continuous Service Improvement roadmap.

Skills

Service Operations

Service Management

Supplier Management

ITIL

ITSM Processes

Communication

Analytical Skills

Tools

FreshService

JIRA

Confluence

Miro

Job description

The Role

The role

The Service Delivery Manager will play an important role within the wider Service Management & Operations team responsible for providing service, support and operations for internal and external users. This position will take ownership and Service Delivery responsibilities and offers a chance to leverage your expertise to make a meaningful difference and provide the best possible service to our customers.

You will also play an important role in carrying out various Service Management activities and processes which will contribute to the service performance, availability and security of our supported systems.

We are looking for an individual who is passionate about Service Management, Service Delivery, and Supplier/Vendor Management.

The team

Millions of people use the products we build. We're customer focused, informed by data and have a product mindset, using state-of-the-art cloud-first technology. Iterating and evolving daily. In a fast-changing world, we not only make sure our systems work effectively but our Technology teams are spearheading the transformation to a digital-first business. There's never been a more exciting time to join us.

As part of the Commercial Technology & Change team, your focus will be to support ITV's Commercial business in driving revenue streams through the use of a wide range of systems and applications. When you join us, you enter a fun working environment with opportunities to learn, to grow and make a real difference.

Responsibilities:

Service Delivery

• Ownership and execution of ITSM/ITIL processes across Commercial Technology systems with the goal to drive great service
• Lead service and operational readiness planning for key trading or peak events where service availability and support is paramount
• Design and facilitate Service Performance Reviews taking inputs from multiple stakeholders to provide an end-to-end view of service and operations
• Contribute and collaborate on audit and risk assurance controls and processes
• Facilitate and drive cross departmental service remediation plans
• Define and progress a Continuous Service Improvement (CSI) roadmap

Supplier Management

• Lead Service Management engagement in RFI/RFP processes, defining and evaluating service priorities and requirements for new or renewed systems
• Draft and negotiate supplier contract terms covering SLAs, operational support, data/security, and relationship governance terms
• Develop a standardised supplier management framework to drive consistent service delivery
• Maintain strategic and tactical oversight of supplier relationships, working with stakeholders across Commercial Technology teams
• Monitor and improve KPIs through supplier services, continuously driving increased business and commercial value
• Provide ongoing contractual assurance on SLA's, support, capacity, BCP/DR, security etc.
• Regularly communicate supplier updates, risks, and insights to stakeholders through supplier service dashboards, forums and reports highlighting key metrics and trends
• Monitor contract renewals, support exit planning, and validate supplier invoicing accuracy

Skills you'll need (minimum criteria)

• At least 2 years experience in a lead Service Operations, Service Management or Service Delivery role
• Background and experience in the use of ITIL and ITSM processes and frameworks required to facilitate Service Delivery
• Proven experience of leading service delivery and running supplier management of technology vendors
• Ability to draft, review and negotiate service-focused legal contractual terms
• Hands-on experience of using ITSM toolsets such as FreshService and collaboration/project management tools such as Atlassian suite (JIRA, Confluence, Miro etc)
• Excellent verbal and written communication, with strong analytical and reporting capabilities
• Leadership and matrix management skills working with multiple stakeholders to achieve broader business objectives

Other things we're looking for (key criteria)

• Experience of service delivery kpi's, reporting and facilitating of service delivery reviews
• Exposure to audit, compliance and risk processes for technology platforms (desirable)
• Knowledge of Agile and DevOps ways of working (desirable)
• Interest or experience in media or advertising technology (desirable)

Closing date: 25th June 2025

Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We'd encourage you to apply as soon as possible if interested.