Service Delivery Manager – Connectivity Solutions

ECW Search; England; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Company Bonus Scheme

Job summary

ECW Search Ltd. is seeking a bilingual Service Delivery Manager to own the day‑to‑day running of connectivity services for UK rail operators. You will ensure services meet SLAs, embed ITIL with customers, and work with engineers, supported by an Account Manager for strategic relationships and growth.

Fluent German and English are required, and the role is based in Surrey with a hybrid working pattern and regular European travel.

Qualifications

• Hands-on ITIL experience and ability to embed ITIL processes with customers.
• Proven track record of delivering services against contracted SLAs and KPIs.
• Experience coordinating suppliers and partners with regular performance reviews.

Responsibilities

• Own end-to-end service delivery across a portfolio of UK and German rail operators.
• Manage service tiers, SLAs and KPIs; produce service reports and lead service reviews.
• Run change reviews and act as escalation point for major incidents with engineers.

Skills

ITIL expertise

SLA & KPI management

Supplier management

German & English fluency

ITSM platforms (ServiceNow/Jira)

Education

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Job description

Service Delivery Manager – Connectivity Solutions

• Company Bonus Scheme

• Fluent German & English Required | Surrey (Hybrid) | Regular European Travel

Are you a bilingual Service Delivery Manager with strong, hands-on ITIL experience?

We're looking for an experienced service delivery professional to own the day-to-day running of critical connectivity services for major transport providers. You'll keep services performing against SLAs, embed ITIL processes with customers and work closely with engineers to resolve issues, supported by a dedicated Account Manager who looks after strategic relationships and account growth.

If you're fluent in German and English and thrive on operational excellence, this could be the move for you.

About the Company:

Our client is an established technology business delivering connectivity services across the UK and Europe. Their solutions keep transport providers connected on the move, supporting passenger Wi-Fi, CCTV and other operational systems. Long-term customer contracts give the business a stable footing, and continued growth across Europe makes this an exciting time to join.

The Opportunity:

As Service Delivery Manager, you'll take ownership of end-to-end service delivery across a portfolio of UK and German rail operators. You'll be the main operational contact for your customers' Service Delivery, Incident and Operations Managers, bridging the service desk, engineering teams and suppliers to deliver a consistently high standard of service. You'll:

• Manage service tiers, contracted SLAs and KPIs, producing service reports and leading regular service reviews.
• Establish, embed and improve ITIL processes with customers across Incident, Problem, Change and Service Level Management.
• Run change reviews and act as the escalation point for major incidents, investigating root causes with engineers and explaining them confidently to customers.
• Oversee tiered support, lead continual service improvement and ensure new projects transition smoothly into live operation.
• Coordinate suppliers and partners, running supplier performance reviews.
• Produce standard quotations for existing products, work with Finance on invoicing and support bids with service gap analysis.

Your Background:

• A proven background as a Service Delivery Manager or IT Service Manager in a customer-facing, managed-service environment.
• ITIL Foundation certification or higher, with hands-on experience establishing and running ITIL processes with customers.
• A track record of managing services against contracted SLAs and KPIs.
• The technical curiosity to get to the bottom of operational and engineering issues, and the confidence to hold your own with direct, demanding customers.
• Experience managing suppliers and using ITSM platforms such as ServiceNow or Jira Service Management.
• Fluency in German and English, both written and spoken.
• Experience in rail, transport, connectivity, telecoms or managed IT services would be a real advantage.

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