Senior Service Delivery Manager

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.