Service Delivery Manager

Creative ITC; Milton Keynes, Basingstoke, Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Creative ITC is seeking a Service Delivery Manager to oversee contract obligations and drive continuous service improvements across a portfolio of accounts. The role focuses on governance of SLAs/KPIs, on-time service delivery, and effective collaboration with client stakeholders, delivery teams, and sales to maximize value.

The SDM will own escalation processes, sign off on service reports, and run monthly reviews, ensuring services align with contractual obligations and client expectations.

Qualifications

• Proven ability to monitor SLAs and KPIs in complex environments.
• Strong stakeholder management and client-facing communication skills.
• Familiarity with ITIL principles and service governance.
• Experience in MSP or outsourced service delivery environments.

Responsibilities

• Actively monitor SLAs and KPIs to ensure contractual compliance.
• Identify and drive service improvement actions where performance gaps arise.
• Manage SLA breaches and remediate them with the client and delivery teams.
• Own CSI process and maintain a CSI register with measurable improvements.
• Lead service reviews and contribute to QBRs with clear performance data.
• Engage with onboarding transitions to align service design with contracts.
• Build strong relationships with client stakeholders and act as the voice of the customer.

Skills

Service Management

ITIL

SLA/KPI governance

Stakeholder management

Client-facing communication

MSP/outsourced delivery

Education

ITIL v4 Foundation

Job description

POSITION SUMMARY

The Service Delivery Manager (SDM) ensures the organisation delivers against contracted service obligations defined in the signed service agreement. Beyond SLA and KPI compliance, the SDM maintains a clear, current understanding of true service quality by building strong, mutually respected relationships with key client stakeholders, ensuring the basics are done right while driving continual service improvements and value-add opportunities.

Working across a portfolio of accounts and acting as the official ‘voice’ of the customer, the SDM works closely with the client, internal service operations, and sales teams to ensure effective, high-quality service delivery through BAU, service transitions, service reviews, and service improvement.

EDUCATION AND EXPERIENCE

Essential

• Minimum 5+ years’ experience in Service Management, Service Delivery or a client-facing IT operations role.
• Good understanding of ITIL Service Management principles and frameworks.
• Demonstrated ability to manage SLAs, KPIs, and service governance in a complex environment.
• Strong stakeholder management and communication skills at all levels.
• Familiarity with MSP or outsourced service delivery environments.

Desirable

• ITIL v4 Foundation certification (or equivalent).
• Commercial awareness, with experience working alongside account or commercial management functions.

KEY JOB ELEMENTS

Service Level Management & Contractual Obligations

• Actively monitor SLAs and KPIs on an ongoing basis to ensure contractual compliance
• Engage with delivery teams proactively to identify and drive service improvement actions where performance gaps arise.
• Ensure SLA breaches are managed, communicated, and formally remediated.
• Ensure all service obligations within the signed agreement are fulfilled.
• Collaborate with the relevant Account Manager where gaps are identified or contractual terms are no longer fit for purpose.
• Ensure services are delivered in line with contractual and compliance requirements.
• Enforce agreed processes, controls, and governance standards across service operations.

Escalation Management

• Serve as a key point in the escalation flow, focusing on resolving issues early before they elevate to a significant hierarchical level.
• Work with the Major Incident Manager (MIM) on incident and major incident handling, governance and communication.
• Review Root Cause Analysis (RCA) reports and Major Incident Reviews.
• Ensure correct escalation paths, stakeholder communications, and post-incident governance are followed.

Continual Service Improvement

• Own the process for managing relevant service improvement plans and identifying opportunities to enhance service provision.
• Maintain and actively track a Continual Service Improvement (CSI) register.
• Use service data, trends, and customer feedback to drive tangible improvements in service value over time.

Service Reporting & Reviews

• Review and sign off relevant service reports.
• Chair Monthly Service Reviews, produce meeting actions, and ensure all actions are completed or updated prior to the next review.
• Provide input into Quarterly Business Reviews (QBRs), clearly presenting performance, risks, trends, and improvement actions.

Service Transitions

• Engage with clients early during onboarding transitions to facilitate relationship-building and service design alignment.
• Ensure full familiarity with contracted services before go-live, with enough runway to address design or delivery gaps.

Customer & Stakeholder Management

• Act as the primary operational point of contact for the client.
• Build trusted, long-term relationships with key stakeholders across the client's business.
• Manage expectations proactively and maintain clear, transparent service communications.

PERSON SPECIFICATION

• Attention to Detail: Maintains high standards and accuracy on regular reporting and documentation.
• Client-Facing Confidence: Exceptional interpersonal, written, and verbal communication skills, with the ability to communicate credibly with stakeholders at all levels, including senior leadership.
• Collaboration: Works effectively across technical teams, service desk, sales and business stakeholders.
• Self-Driven & Adaptable: Continuously and proactively looks to improve services and customer experience.
• Multitasking: Comfortable handling multiple customers simultaneously, prioritising actions, and adapting to changing demands.

Other Requirements

• Occasional out-of-hours contact may be required.
• Hybrid working with UK offices including Milton Keynes, Basingstoke and Central London - travel to customer site as required.

We are an equal opportunity employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to creating an inclusive environment where everyone can thrive.