We are seeking a strategic Service Delivery Manager (SDM) to lead the governance and performance of our external IT service providers, with a strong emphasis on senior stakeholder engagement. Acting as the single point of escalation for service-related issues, the SDM will build trusted relationships with business leaders across the organization, ensuring that IT services and partners consistently meet expectations and enable business continuity. This role demands a confident communicator who can navigate complex service landscapes, resolve critical issues swiftly, and influence cross-functional teams to drive service excellence and continuous improvement.
Remote - Will require the candidate to commute to our office located at 40 High Street, Street, Somerset, BA16 0EQ for mandatory meetings. Own escalation management for service issues raised by providers or senior business stakeholders.
Build and maintain trusted relationships with business leadership teams dependent on IT services.
Provide regular performance insights and recommendations to senior IT and business stakeholders.
Define, measure, and report on IT service partner performance against contractual KPIs and SLAs.
Manage partner contracts to ensure services remain within budget and scope, delivering expected value.
Lead continuous improvement initiatives to enhance service quality, efficiency, and ways of working.
Collaborate with internal IT service managers (e.g., Change, Configuration) to safeguard service stability.
Ensure IT service partners remain compliant with IT service management processes and governance.
Support major incident management and post-incident reviews to drive accountability and learning.
ITIL Managing Professional (or equivalent advanced ITIL qualification)
Hands-on experience with IT Service Management tools (e.g., IFS Assyst, ServiceNow, or equivalent)
Strong background in contract management and IT financial operations
Expertise in major incident management and escalation handling
Experience working with third-party IT service providers in a complex, multi-vendor environment
Skilled in relationship management and driving service excellence through collaboration
Experience in Retail IT operations, with a strong understanding of service dependencies in store environments
Experience supporting eCommerce operations and digital service platforms
Familiarity with SAP ERP systems and their role in enterprise service delivery
Experience working with multiple cloud providers across both SaaS and IaaS models with a focus on service management, performance oversight, and operational integration.