Service Delivery, Senior Manager

Astreya Limited; Greater London; Presencial; GBP 90.000 - 130.000; Jornada completa

Descripción de la vacante

Astreya Limited is seeking a Service Delivery Senior Manager to lead diverse operations teams, drive service delivery metrics, and collaborate with sales and client partners to support growth and managed services transitions. The role emphasizes leadership, multitasking, and strong communication across IT infrastructure and software environments.

You will oversee onboarding, training, and service improvements, ensure capacity planning aligns with demand, and lead key client meetings to review

Formación

• Bachelor’s degree or equivalent with 8+ years of related experience.
• Proven track record delivering complex IT projects.
• Ability to lead cross-functional teams and communicate with stakeholders.
• Strong IT infrastructure and service delivery knowledge.
• Experience in onboarding, training and service improvements.

Responsabilidades

• Provide leadership to diverse operations teams and ensure delivery against agreed SLAs.
• Monitor and report service delivery metrics to customers.
• Oversee onboarding, training and improvement activities across service teams.
• Lead client and internal meetings on delivery performance and improvements.
• Ensure capacity plans reflect future growth and project demand.
• Collaborate with Business Development to support growth and transition to managed services.
• Define product roadmaps with SMEs and translate into user stories or RFPs.
• Support recruiting to build strong candidate pipelines and interviews.
• Develop retention incentives to improve field employee satisfaction.
• Manage large IT projects ensuring time, cost, quality and benefits realization.
• Identify risks and take action to recover, across organizational boundaries.
• Lead prioritization of work through collaborative planning with teams.
• Address highly complex issues and risks escalated.

Conocimientos

Leadership

IT governance

Stakeholder management

Project management

Communication

Analytical thinking

Problem solving

Multi-tasking

Strategic planning

Change management

Educación

Bachelor’s degree

Herramientas

Enterprise IT knowledge

Descripción del empleo

What this Job Entails: The Service Delivery Senior Manager is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy. Scope: Establishes operational objectives and work plans and delegates assignments to subordinates. Reviews objectives of other managers to determine operational success. Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.

Your Roles and Responsibilities:

• Provide leadership to diverse operations teams
• Implement, monitor and timely report to customers on service delivery metrics
• Implement personnel onboarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
• Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
• Work closely with Business Development and Client partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
• Work with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the buy Vs build decision
• Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary
• Further, develop and maintain retention program and incentives for field employee satisfaction
• Manage complex and/or large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements
• Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or Application change solution concept, solutioning, design and deployment in a major software services/hardware environment
• Successfully deliver a range of complex, high profile IT projects
• Implement and lead improvements in project lifecycle
• Identify projects at risk and take appropriate action to recover, often working across divisional boundaries
• Take ownership for the resolution of highly complex issues and risks that have been escalated.
• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
• Other duties as required.

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
• Must be able to lead a cooperative effort among members of a project team.
• A track record of successfully delivering a range of complex, high profile IT projects.
• Proven track record of implementing and leading improvements in project lifecycle.
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.
• Passionate about the IT industry and how new technology can improve business outcomes.
• Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management.
• Strong analytical, organizational, communication and presentation skills.
• Highly adaptable with the ability to effectively manage multiple concurrent work streams.
• Strong business acumen and the ability to provide operational, technical and financial oversight.
• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.

Preferred Qualifications:

Physical Demand & Work Environment: Must have the ability to perform office-related tasks which may include prolonged sitting or standing Must have the ability to move from place to place within an office environment Must be able to use a computer Must have the ability to communicate effectively Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

We’re so glad you’re here. Use this space to explore career opportunities, track your application, and take next steps with a global team that values people and progress.

Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!