Service Delivery Manager - Data & AI (Hybrid)

First Derivative; Belfast City District; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Private healthcare package

Employee Assistance Programme

Enhanced maternity and paternity

Wellness Days

Job summary

KX Ltd is hiring multiple Service Delivery Manager roles across Belfast, London, Dublin and Toronto. You will oversee enterprise customer service delivery, ensuring SLA/KPI adherence and timely resolutions while collaborating with support, engineering and product teams.

Prior experience with KX products such as KX Insights or KDB+/q is valued. The position follows a hybrid work model with opportunities to mentor teams and influence service strategy.

Qualifications

• Experience in service delivery, IT support, or technical account management.
• Familiarity with ITIL, incident response, RCA, and KPI/SLA management.
• Excellent communication and relationship-building skills with stakeholders.

Responsibilities

• Own end-to-end service delivery for enterprise customers.
• Ensure SLAs, KPIs, and customer expectations are met or exceeded.
• Serve as primary escalation point for service-related issues and drive timely resolution.
• Collaborate with technical support, engineering and product teams to drive improvements.
• Lead incident response, RCA, and service optimization initiatives.
• Develop and maintain relationships with enterprise clients and understand their needs.

Skills

Communication skills

Customer relationship building

Incident management understanding

SLA/KPI management

Mentoring others

Education

ITIL Foundation Certification

Tools

JIRA

ServiceNow

Job description

KX Ltd is hiring multiple Service Delivery Manager roles across Belfast, London, Dublin and Toronto. You will oversee enterprise customer service delivery, ensuring SLA/KPI adherence and timely resolutions while collaborating with support, engineering and product teams.

Prior experience with KX products such as KX Insights or KDB+/q is valued. The position follows a hybrid work model with opportunities to mentor teams and influence service strategy.