Service Delivery Manager – Privacy Enhancing Technology (PET)

IQVIA Ltd. (GB80); London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global provider of clinical research services is seeking a Service Delivery Manager to act as the primary liaison between clients and internal teams. The ideal candidate will manage a team, lead service improvement initiatives, and ensure compliance with ITIL standards. Applicants must have a Bachelor’s degree and relevant experience in a cloud environment. This role is UK-based, requiring on-call support for major incidents.

Qualifications

• Proven experience as a Service Delivery Manager in a SaaS or cloud-based environment.
• Strong understanding of ITIL frameworks and service management principles.
• UK-based and eligible to work in the UK.

Responsibilities

• Act as the primary service management liaison between the client and internal teams.
• Manage and mentor a team of junior first-line support agents.
• Lead incident, problem, and change management processes.

Skills

Service Delivery Management

Stakeholder Management

ITIL frameworks

Communication skills

Oncall support

Education

Bachelor's Degree in Computer Science or related field

Tools

Jira Service Management

ServiceNow

Job description

What is the role

* Act as the primary service management liaison between the client and internal teams.

* Manage and mentor a team of two junior first-line support agents, ensuring high-quality, responsive support and timely triage and resolution of support tickets as defined by customer SLAs,

* Lead incident, problem, and change management processes in line with ITIL best practices.

* Oversee major incident management, coordinating internal and external stakeholder and leading After Action Review(AAR).

* Monitor and report on SLAs, KPIs, and service performance metrics and conduct regular Service Review Meetings with key client & internal business stakeholders.

* Collaborate with different teams (DevOps, SRE, Security, Data Engineering and Product teams ) to ensure service monitoring, reliability and performance.

* Support Oncall for major incident. Act as point of escalation for major incidents

* Drive continuous service improvement (CSI) initiatives and root cause analysis (RCA).

* Maintain and evolve service documentation, including the service catalogue and support playbooks.

* Ensure compliance with data protection laws, externally required standards (e.g. ISO 27001, NHS Digital, NCSC standards) and internal security policies.

* Support onboarding of new services and ensure smooth transitions into BAU support.

* Facilitate knowledge management and training for support staff.

* Participate in audit and compliance activities, including client assessments.

* Contribute to capacity planning and resource forecasting.

* Champion a culture of service excellence and customer focus.

Qualifications & Essential Requirements

• Bachelor's Degree Computer Science, a related field, or equivalent experience

* Proven experience as a Service Delivery Manager in a SaaS (AWS preferred) or cloud-based environment.

* Strong understanding of ITIL frameworks and service management principles.

* Excellent communication, stakeholder management, and leadership skills.

* Experience with service management tools (e.g., Jira Service Management, ServiceNow).

* Willing & able to support Oncall for major incident management.

* UK-based and eligible to work in the UK.

* Willing and able to undergo DBS and UK Government Security Clearance.

• Applicants must have the right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this position.

Desirable

* Experience working with or delivering services to public sector clients, ideally the in the healthcare sector.

* ITIL v4 Foundation (or higher) certification preferred.

* Comfortable working in a fast-paced, regulated environment.

* Willing to travel internationally to support customer engagements across time zones

* Knowledge of NHS Digital standards and frameworks (e.g., DSPT, DCB0129/0130) desirable

* Familiarity with privacy-enhancing technologies, data protection, or healthcare IT is a strong plus.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com