At Vix Technology, we build and support the systems that keep cities moving. From intelligent fare collection to real-time passenger information, our technology powers public transport networks used by millions of people every day.
We’re now looking for a Service Delivery Manager to take ownership of live customer environments — ensuring our services are reliable, responsive, and continually improving.
The Role
As Service Delivery Manager, you’ll be the primary owner of ongoing service delivery for a portfolio of customers. You’ll manage day-to-day operational performance, oversee support and maintenance activities, and act as a trusted point of contact for customers once solutions are live.
This is a hands-on role that sits at the intersection of technology, operations, and customer relationships. You’ll work closely with internal support teams, field engineers, project teams, and third-party suppliers to ensure SLAs are met and services run smoothly — from ongoing support through to new installations and upgrades.
Requirements
Key Responsibilities
1. Own end-to-end service delivery for live customer environments, ensuring agreed SLAs and KPIs are consistently met.
2. Act as the main operational point of contact for customers, building strong, trusted relationships.
3. Oversee ongoing support, maintenance, and incident management, coordinating internal teams and third-party suppliers as needed.
4. Manage the transition from project delivery into BAU service, including new installations, upgrades, and changes.
5. Monitor service performance, identify risks, and drive corrective actions where required.
6. Lead service reviews, reporting on performance, incidents, trends, and improvement actions.
7. Work with hardware, field services, and external partners to ensure equipment is installed, maintained, and supported effectively.
8. Identify opportunities to improve service quality, efficiency, and customer experience.
What We’re Looking For
You’ll be an experienced Service Delivery Manager (or similar) who is comfortable owning live services in complex technical environments.
You’ll likely bring:
9. Experience managing customer-facing service delivery in a technology, infrastructure, or systems environment.
10. Strong understanding of SLAs, incident management, and operational support models.
11. Experience working with hardware, field teams, and third-party suppliers.
12. Confidence managing multiple stakeholders — customers, internal teams, and external partners.
13. A calm, structured approach to problem-solving, especially when things don’t go to plan.
14. Strong communication skills and the ability to explain technical issues clearly to non-technical audiences.
15. Experience in transport, mobility, payments, IoT, or infrastructure-led technology environments is a bonus, but not essential.
Benefits
16. What’s in it for you?
17. Besides the opportunity to work for a global company that is customer and people focused, we offer:
18. A great team of like-minded professionals
19. Private Healthcare
20. Income Protection Scheme
21. Pension
22. Group Life Assurance
23. Cycle to Work Scheme
24. Electric Car Benefit Scheme
25. Employee Assistance Programme
26. Eyecare Vouchers
Sounds good? Then apply now. Get on board today!
Add your resume and anything else to showcase why you would be a great addition to our team. We regret that this position is only available for UK citizens/Residents with indefinite leave to remain in the UK with current full time work rights for the United Kingdom, currently residing in the UK.
No recruitment agencies, please! We won’t accept any introductions.
Vix Technology is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and want to build a workforce as diverse as the community we serve. We aim to have a work environment where everyone feels included and everyone can realise their full potential.