Service Delivery Manager (Data Center Program/Delivery Management)

Computacenter; Hatfield; On-site; GBP 97,000 - 105,000; Full time

Job summary

A leading IT service provider in the United Kingdom is seeking a Service Delivery Manager to ensure high-quality service delivery and manage customer escalations. The role demands extensive travel and requires a proven track record in operations management and team leadership. Candidates should have at least 5 years of experience in project management and strong stakeholder management skills. The position offers competitive compensation and various employee benefits.

Benefits

Competitive compensation

Long-term career opportunities

Attractive benefit plans

Qualifications

• 5 years of experience working within a project management practice.
• Legal authorization to work in the United States.
• Operational ability in a diverse, large-scale environment.

Responsibilities

• Managing customer escalations and providing reports during incidents.
• Maintaining performance levels for service-related processes.
• Taking ownership of critical incidents and coordinating with teams.
• Ensuring systems and procedures support outstanding service delivery.
• Driving efficiencies within project lifecycles.
• Providing accurate and regular reports on service performance.

Skills

Budget management

Operations management

Service delivery in a datacenter

Process engineering

Team leadership

Lean principles

Stakeholder management

Escalation management

Project management

Microsoft Office Suite

Education

Bachelor’s degree or equivalent job experience

Tools

Smartsheets

ServiceNow

Job description

About the role

As a Service Delivery Manager, you will ensure the seamless delivery of various service streams to both internal business partners as well as external customers. The Service Delivery Manager will be responsible for analyzing, improving, and developing process & procedures to enable highly reliable and efficient operations and quality of service.

This role requires 95% travel.

Salary range: $130K - $140K USD

What you’ll be doing

• Managing customer escalations and providing executive-level reporting to ensure customers are kept informed during major incidents and outages.


• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.


• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.


• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.


• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.


• Collaborating across multiple teams to drive efficiencies both up and down stream within the lifecycle of a project.


• Providing and presenting accurate and regular reports on performance of the service delivery.

What you have

• Proven track record of effectively managing budgets


• Demonstrated expertise in managing operations and technical resources


• Extensive experience in delivering high-quality services within a datacenter environment


• Strong background in process engineering


• Successfully led and managed large teams, ensuring seamless shift coverage


• In-depth understanding and practical application of Lean principles


• Exceptional client-facing and stakeholder management skills, with a proven track record of building relationships at senior levels (e.g., CIO, CTO, Director).


• Demonstrated experience handling high-pressure situations, including escalations, critical incidents, and managing customer expectations under challenging circumstances.


• Bachelor’s degree or equivalent job experience.


• 5 years of experience working within a project management practice.


• Operational ability in a diverse, large-scale environment.


• Knowledge of escalation procedures, incident management, and other disciplines related to service delivery.


• Experience with Microsoft Office Suite


• Legal authorization to work in the United States.

Bonus points

• Experience with Smartsheets.


• Experience with ServiceNow.


• Project management or IT certification

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.