Senior Service Delivery Manager
1 day ago
City of London
We are looking for The Integrated Service Delivery Lead Below are details Location: United Kingdom, Native Experience: 20+ years in IT, with extensive exposure to customer projects across diverse domains. ✅ Role Overview The Integrated Service Delivery Lead will be responsible for managing and delivering complex end-to-end IT services across multiple technology towers (infrastructure, application) and business functions. This role demands strong leadership, strategic thinking, and the ability to engage with senior stakeholders, including CXO-level executives. The ideal candidate will have a proven track record of managing global delivery models, including offshore teams, and ensuring seamless integration of IT infrastructure and application services. ✅ Key Responsibilities • Service Delivery Management:, • Oversee end-to-end delivery of IT services across infrastructure and application support/development projects., • Ensure adherence to SLAs, KPIs, compliance standards, and contractual commitments., • Coordinate with cross-functional delivery teams to resolve service issues and escalations in a timely manner., • Monitor operational performance dashboards and proactively address service risks and deviations., • Customer Stakeholder Engagement:, • Act as a trusted advisor to clients, engaging at CXO level to understand business objectives and align IT services accordingly, • Conduct regular governance meetings (weekly, monthly, quarterly) including SLA reviews, operational updates, and strategic planning., • Integrated Operations & Collaboration:, • Ensure smooth coordination between infrastructure and application teams for integrated solutions., • Align and orchestrate multiple service towers (Apps, Infra, Cloud, DevOps, Cybersecurity, etc.) to deliver a unified customer experience., • Global Delivery Model:, • Facilitate smooth collaboration between onsite, offshore, and nearshore teams., • Governance & Compliance:, • Implement robust governance frameworks, SLAs, and compliance standards for service delivery., • Continuous Improvement:, • Drive innovation and process improvements to enhance service efficiency and customer satisfaction., • Identify opportunities for operational optimization, automation/AI Adoption, cost optimizaton, • Financial & Contractual Management, • Track and manage delivery budgets, resource utilization, and productivity., • Support financial governance including forecasting, invoicing, and cost optimization., • Ensure compliance with MSAs, SOWs, and service delivery commitments. ✅ Required Skills & Competencies • Technical & Domain Skills, • Strong understanding of IT service management frameworks, • Exposure to multi-tower environments: cloud, infrastructure/servers, applications, networks, cybersecurity, and service desk., • Experience managing large, distributed delivery teams., • Leadership & Management, • Proven ability to lead large, diverse teams across geographies., • Strong experience in service delivery management, programme governance, and operational excellence., • Customer Engagement, • Exceptional communication, stakholder management and presentation skills for CXO-level interactions., • Strong problem solving, ablytical and decision making skills, • Ability to translate technical solutions into business outcomes., • Project & Service Management, • Expertise in IT Service Delveiry roles (ITIL processes, service transition, and operations), • Prior experience in managing enterprise-level service delivery for global customers, • Experience working in managed services, outsourcing, or SI environments, • Global Delivery Experience, • Hands-on experience working with offshore teams and distributed delivery models., • Other Core Skills, • Strategic thinking and problem-solving., • Familiarity with contract management and commercial aspects., • Proficiency in tools like ServiceNow, Jira, MS Project. ✅ Preferred Qualifications • Bachelor’s degree (Engineering/Technology preferred), • ITIL Expert or equivalent certification., • PMP or PRINCE2 certification., • Exposure to cloud platforms (Azure, AWS) and modern application architectures.