Service Delivery Manager - Birmingham
Service Delivery Manager - Data & Analytics
Location: UK (Flexible with some travel as required)
Company: Compass Group UK & Ireland
Join Compass Group UK & Ireland, the nation's leading provider of food and support services. Serving millions across education, healthcare, defence, sports & leisure, and business & industry sectors, we're committed to innovation and continually enhancing our digital and data capabilities to deliver exceptional customer experiences.
We're seeking an experienced and service-driven Service Delivery Manager (SDM) to oversee the performance and continuous improvement of our Data & Analytics services. You'll be instrumental in ensuring reliable, high-quality service delivery across our modern data ecosystem, including platforms like Informatica, Amazon Redshift, Microsoft Fabric, Power BI, and PowerApps.
This role is perfect for someone passionate about operational excellence, skilled in stakeholder management, and experienced in managing outsourced partners and ITSM processes (e.g., TOPdesk).
Key Responsibilities
* Own and manage end-to-end service delivery and operational performance across data and analytics platforms.
* Lead the relationship with our outsourced support provider, ensuring consistent service levels and timely resolution of issues.
* Oversee the incident and request lifecycle via TOPdesk-triaging, prioritising, communicating, and tracking through resolution.
* Act as the primary escalation point for critical issues; coordinate root cause analysis and preventative actions.
* Define, monitor, and report on service KPIs and SLAs (e.g. availability, ticket resolution, user satisfaction).
* Deliver regular performance reviews with key stakeholders and lead initiatives to address feedback and improve user experience.
* Drive a culture of continuous service improvement-identifying recurring issues, automation opportunities, or process gaps.
* Collaborate with product/platform owners across ETL, data warehousing, analytics, and low-code tools to ensure service alignment.
* Maintain service documentation, knowledge bases, and playbooks for internal and external teams.
* Promote a user-focused, service-oriented culture within the wider data team.
* Support vendor management and audit readiness in collaboration with the Head of Data Platforms.
Required Skills & Experience
* 3-5 years' experience in service delivery, operations, or IT support management, ideally within data or analytics environments.
* Proven experience managing third-party support providers and holding them accountable to SLAs and KPIs.
* Familiarity with modern data platforms:
o Informatica (ETL)
o Amazon Redshift (data warehousing)
o Microsoft Fabric (analytics)
o Power BI (reporting)
o PowerApps (low-code tools)
o TOPdesk or similar ITSM tools
* Track record of defining, measuring, and improving service KPIs/SLAs.
* Process-oriented with strong continuous improvement capabilities.
* Excellent communicator with the ability to translate between technical and non-technical stakeholders.
* Highly organised, detail-focused, and comfortable managing cross-functional workloads.
Desirable Qualifications
* ITIL Foundation certification or equivalent.
* Understanding of data governance, data quality, or metadata management.
* Experience with support automation (e.g., using Power Automate).
* Background in hybrid or cloud-native data environments in a business intelligence context.
Why Join Compass?
At Compass UK&I, you'll be part of a forward-thinking digital and data team driving innovation across a complex, enterprise-scale business. We offer:
* A collaborative, people-first culture
* Career growth via MyLearning and Career Pathways
* Access to Digital GP and healthcare support for you and your family
* Discounts on leading brands and lifestyle perks
* Opportunities to work on high-impact transformation initiatives
Be a key player in delivering smarter data services that power the future of Compass. Apply today!
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