Role: Service Delivery Manager

Work Location: London, UK

Job type: Full Time.

Job Summary: We are seeking a highly skilled and proactive Service Delivery Manager (SDM) to oversee the delivery of IT infrastructure projects and services.

The SDM will be responsible for ensuring high-quality service delivery, managing client relationships, and driving continuous improvement across infrastructure operations.

This role requires strong leadership, technical expertise, and a customer-centric approach.

Key Responsibilities:

• Lead the end-to-end delivery of IT infrastructure projects, ensuring alignment with business goals and timelines.
• Manage service delivery teams, including internal staff and third-party vendors.
• Act as the primary point of contact for clients regarding service delivery and project updates.
• Monitor service performance against SLAs and KPIs, and implement corrective actions as needed.
• Coordinate incident, problem, and change management processes.
• Ensure compliance with ITIL best practices and organizational policies.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Prepare and present regular reports on service performance, risks, and project status to stakeholders.
• Manage budgets, resource allocation, and procurement related to infrastructure services.

Required Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in IT service delivery, with at least 6 years in a managerial role.
• Proven experience managing large-scale IT infrastructure projects.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and stakeholder management skills.
• Experience with cloud infrastructure (AWS, Azure, etc.) is a plus.

Key Competencies:

• Strategic thinking and problem-solving
• Customer-focused mindset.
• Strong organizational and multitasking abilities.
• Team leadership and mentoring.