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Service Delivery Manager (SDM)

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General Details
Advertised By:Agency
Company Name:Executive Placements
Job Type:Full-Time
Description

We are seeking a Service Delivery Manager to lead and own end-to-end IT service delivery, ensuring SLA and OLA performance, contract compliance, and continual service improvement. You will serve as a trusted client partner, managing communication and relationships, while driving service performance through data insights, proactive risk reduction, and reporting. This role includes managing financials, budgets, and profitability, identifying opportunities for optimization, and providing leadership to cross-functional teams to foster accountability and operational excellence. You will also chair service reviews, escalations, and Change Advisory Boards to align with client priorities.

What you'll do:

  • Service Management & Accountability:
    • Acts as the ultimate accountable owner for all service delivery outcomes across the full IT service landscape
    • Owns governance, SLAs, OLAs, service reporting, continual service improvement, contract management, and audit readiness
    • Chairs and governs service review forums, escalation reviews, and improvement initiatives
    • Owns contract governance including scope control, change management, commercial compliance, and risk management across the contract lifecycle
    • Identifies opportunities for automation, process improvement, and risk reduction
    • Aligns improvement initiatives with client business priorities.
    • Collaborate with internal teams to streamline processes, resolve challenges, and optimize service delivery efficiency.
    • Chairs or participates in CAB as accountable service owner.
    • Ensures structured planning, defined timelines, risk registers, and documented outcomes for projects
  • Client Relationship Management:
    • Be a trusted partner to the client
    • Serves as the single point of accountability for client communication and relationship management
    • Maintains structured engagement at strategic, tactical, and operational levels
    • Leads service review meetings, escalation management discussions, and renewal conversations
    • Ensures timely, clear, and consistent communication during incidents, changes, and high?impact events
    • Act as a client advocate within the organization, ensuring their needs are understood and met across all service delivery functions.
  • Service Performance & Reporting
    • Owns SLA performance, trend analysis, and corrective action plans
    • Ensures accurate, disciplined service reporting with actionable insights
    • Tracks incident, problem, change, and availability metrics to prevent repeat escalations
    • Uses data to drive service maturity and proactive risk reduction
    • Accountable for major incident governance, business communication, and post-incident reviews
    • Ensures escalation thresholds are managed proactively
  • Fina
Id Subtitle 1354029415
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Executive Placements
Selling for 1 year
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