Service Delivery Manager - Unit Operations

Service Delivery Manager / Permanent

Hybrid - 3 Days onsite in a London Office

Salary - DOE + up to 20% Bonus

We are partnering with a global, industry-leading organisation currently undergoing a significant period of transformation and growth. As part of this journey, we are looking to appoint an experienced Service Delivery Manager to take ownership of service performance across a defined region.

This is a high-profile role where you will work closely with senior stakeholders and cross-functional teams to ensure the consistent delivery of high-quality, customer-focused services.

A key part of this role is the ability to build strong relationships while also confidently challenging stakeholders where needed.

Key responsibilities

Own end-to-end service delivery across the region, ensuring SLAs and KPIs are met
Act as the main point of contact for stakeholders, managing relationships and expectations
Lead service reviews, reporting, and escalation management
Work cross-functionally to resolve issues and improve service outcomes
Provide constructive challenge and push back where necessary to maintain delivery focus
Drive continuous improvement across processes and performanceWhat we are looking for

Proven experience in a Service Delivery Manager or similar role
Strong stakeholder management skills, with the confidence to influence and challenge
Ability to operate effectively with senior stakeholders and under pressure
Experience managing service performance, SLAs, and reporting
A proactive and resilient approach, with a focus on delivering results
Experience within a Retail, Hospitality or F&B environmentWhy join us

Opportunity to make a real impact in a visible, business-critical role
Collaborative & inclusive environment
Competitive salary and flexible working optionsIf you are someone who can balance strong relationship management with the confidence to challenge and drive accountability, we would like to hear from you