Service Delivery Manager – ITIL & SLA Focus

Advanced Resource Managers; Twickenham; On-site; GBP 45,000 - 60,000; Full time

Job summary

A market leading Public Safety organization in South-West London is seeking an experienced Customer Service Manager. In this role, you will oversee daily service operations and ensure exceptional customer support. Responsibilities include managing service delivery, acting as an escalation point during incidents, and driving continuous improvement efforts. Ideal candidates will have a strong background in service delivery management, change management, and ITIL practices. This position offers the chance to work in a supportive and diverse environment.

Qualifications

• Proven experience in service delivery management within an enterprise environment.
• Strong background in managing change requests and change management activities.
• Experience working in an ITIL Service Organisation.

Responsibilities

• Manage the day-to-day service operations and ensure delivery meets customer expectations.
• Act as escalation point for service-impacting incidents.
• Drive Service Review meetings and manage customer satisfaction.

Skills

Service Delivery Management

Change Management

Customer Service Focus

ITIL Knowledge

Technical Know-how in Service Sector

Relationship Building

Organizational Skills

Education

ITIL Foundation or higher accreditation

Tools

Microsoft Operating Platforms

Linux

Cloud-based Services

Job description

A market leading Public Safety organization in South-West London is seeking an experienced Customer Service Manager. In this role, you will oversee daily service operations and ensure exceptional customer support. Responsibilities include managing service delivery, acting as an escalation point during incidents, and driving continuous improvement efforts. Ideal candidates will have a strong background in service delivery management, change management, and ITIL practices. This position offers the chance to work in a supportive and diverse environment.