Senior Service Delivery Manager
Location: Central London - 2x a week
Rate: £500-550 Outside IR35
Contract: 6 months initial
About the Role:
Our client is seeking an experienced Senior Service Delivery Manager to work across IT service management, vendor coordination, and customer-facing functions within a Financial Services environment.
This is a high-impact role that combines process leadership with supplier oversight and stakeholder engagement. You’ll be instrumental in shaping and maturing the ITSM landscape while ensuring seamless service delivery to both internal and external customers.
Key Responsibilities:
* Work across ITSM processes including Incident, Problem, Change, Request, Knowledge, and Configuration Management.
* Act as a key liaison between internal teams, third-party suppliers, and customer stakeholders to ensure alignment of service delivery with business needs.
* Manage relationships with IT service providers, ensuring adherence to SLAs, KPIs, and contractual terms.
* Collaborate with business units and customer-facing teams to understand service expectations and drive service excellence.
* Oversee the configuration and optimisation of ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy) to support process efficiency and visibility.
* Establish governance practices to ensure consistency in service delivery and supplier performance management.
* Provide training, documentation, and support on ITSM processes to internal and external teams.
* Ensure alignment with ITIL standards and tailor best practices to suit the Financial Services environment.
Qualifications:
* Proven experience in the Financial Services sector is essential.
* Strong background in ITSM disciplines with a track record of process ownership and delivery.
* Demonstrable experience managing third-party suppliers and contracts in a regulated industry.
* Proficiency with ITSM platforms such as ServiceNow, Freshservice, Jira SM, or similar.
* Excellent communication, stakeholder engagement, and vendor management skills.
* ITIL certification (v3 or v4) strongly preferred.
Ready to bring your Service Delivery expertise to a high-performing team? Apply now 👇