Strategic Service Delivery Manager — ITSM & Governance

CO2007 CDW Limited; Greater London; Presencial; GBP 65 000 - 90 000; Tempo integral

Resumo da oferta

CDW is seeking a Service Delivery Manager to govern managed services, ensuring alignment with contractual scope, SLAs, and business outcomes across assigned customers. The role blends financial accountability, service performance management, and customer leadership to deliver a high-quality customer experience.

You will lead governance forums, drive continuous improvement, and coordinate across internal teams to ensure timely, compliant service delivery.

Qualificações

• ITIL Foundation or equivalent experience.
• Experience within Managed Services or IT Service Delivery environments.
• Strong understanding of ITSM methodologies and tools.
• Experience in service reporting, governance, and customer engagement.
• Strong analytical and problem-solving capability.
• Ability to translate technical delivery into business outcomes.

Responsabilidades

• Service Governance & Contract Management: Ensure services delivered per contract, SLAs and customer expectations; maintain governance artefacts; lead reviews and forums; manage scope changes.
• Commercial & Financial Management: Monitor cost-to-serve and profitability; support billing and revenue protection; identify risks and optimisation opportunities.
• Service Delivery Oversight & ITSM: Oversee performance across Incident, Request, Change, and Problem Management; monitor service health and risks; support incident management and post-incident reviews.
• Reporting & Insight: Produce accurate service reporting; analyse data to identify trends and improvements; present insights to stakeholders.
• Customer Relationship & Escalation Management: Be primary contact and escalation point; build trusted relationships; communicate during disruptions.
• Cross-Functional Leadership & Coordination: Coordinate internal teams; drive collaboration and accountability; foster high-performance culture.
• Continuous Improvement & Optimisation: Identify improvements, automation, and efficiency gains; track via improvement plans; contribute to service innovation.

Conhecimentos

ITIL Foundation

Managed Services

ITSM

Service Reporting

Governance

Customer Engagement

Analytical Thinking

Ferramentas

ServiceNow

Salesforce

Descrição da oferta de emprego

CDW is seeking a Service Delivery Manager to govern managed services, ensuring alignment with contractual scope, SLAs, and business outcomes across assigned customers. The role blends financial accountability, service performance management, and customer leadership to deliver a high-quality customer experience.

You will lead governance forums, drive continuous improvement, and coordinate across internal teams to ensure timely, compliant service delivery.