Strategic Technology Service Delivery Lead

Pearson Whiffin Recruitment Group; Maidstone; On-site; GBP 52,000 - 76,000; Full time

Job summary

Pearson Whiffin Recruitment Group is seeking an experienced Service Delivery Manager to own end-to-end technology service delivery for a key internal business unit. This role focuses on building strong stakeholder relationships, improving service performance, and turning data, insight and customer feedback into meaningful change.

You’ll act as single point of escalation, ensuring services meet SLAs while balancing customer expectations, resources and commercial priorities.

Qualifications

• Strong experience in IT service delivery within a complex technology environment.
• Proven track record of managing SLAs, incidents, problems and service performance.
• Excellent stakeholder management and communication skills at senior levels.

Responsibilities

• Own the end-to-end delivery of Technology services for an allocated business unit, including Incident, Problem and Service Request management.
• Build trusted, collaborative relationships with business stakeholders and technology suppliers.
• Monitor and improve SLA performance, service quality and customer satisfaction.
• Lead communication and coordination during Incidents and Major Incidents, including participation in the Technology escalation rota.
• Produce high-quality Monthly Service Reviews, Incident/Major Incident reports and management information.
• Use data, trends, customer feedback and previous incidents to identify opportunities for service improvement.
• Work closely with Project and Delivery teams to ensure new or changed services are successfully transitioned into production.

Skills

ITIL

SLA management

Incident management

Stakeholder mgmt

Data analytics

Major incidents

Cross-functional

Continuous improvement

Job description

Pearson Whiffin Recruitment Group is seeking an experienced Service Delivery Manager to own end-to-end technology service delivery for a key internal business unit. This role focuses on building strong stakeholder relationships, improving service performance, and turning data, insight and customer feedback into meaningful change.

You’ll act as single point of escalation, ensuring services meet SLAs while balancing customer expectations, resources and commercial priorities.