Senior Service Delivery Manager

Service Delivery / B2B / ITSM / Service Desk

Role: Service Delivery Manager (B2B / ITSM / SaaS)

Company: Ecommerce, Travel

Location: London, Hybrid

Salary: up to £90,000 basic + Bonus

About You

You are an experienced and proactive Service Delivery Manager who thrives in a fast-paced, high-growth environment. You bring a strategic mindset and a structured approach to organising internal support processes, with a strong focus on scaling operations for future growth.

With excellent communication skills and a deep understanding of B2B & B2C environments, you are confident in optimising technical estates to support both internal teams and external partners, including white-label clients.

About the Role

This is a pivotal leadership role responsible for evolving both the technical estate and support function. While initially focused on enhancing internal service delivery, the primary objective is to build a scalable support framework that enables seamless onboarding and support for external B2B and white-label partners.

You will play a key role in driving continuous improvement across service delivery, processes, and workflows, working closely with product teams, developers, and external vendors to ensure consistently high service standards.

Key Responsibilities

• Rebuild and enhance the internal support function with a strong customer-first mindset
• Develop B2B support readiness frameworks, including SLAs, OLAs, and support pathways
• Optimise support coverage through data-driven insights and clear communication
• Standardise ITSM processes (Incident, Request, Problem Management)
• Lead service desk operations, including tooling, reporting, and escalation processes
• Manage procurement, licensing, hardware/software provisioning, and networking
• Support security and risk initiatives in collaboration with senior IT leadership
• Act as a senior escalation point for complex technical issues
• Define and track KPIs, providing performance insights to leadership
• Support change management and SaaS implementation across the business
• Develop knowledge management frameworks and self-service documentation
• Manage relationships with external vendors and B2B partners

Requirements

• Proven experience in Service Delivery Management, ready to step into a leadership role
• Strong background in B2B support environments or white-label platforms
• Demonstrated ability to improve and scale technical operations
• Strong analytical and problem-solving skills under pressure
• Confidence to challenge and influence stakeholders at all levels
• Excellent communication skills, translating technical concepts for non-technical audiences
• Flexibility to support on-call, weekend, or holiday operations as required

Keywords

Service Delivery Manager, ITSM, B2B Support, SaaS, Service Desk Management, Incident Management, Problem Management, Change Management, SLAs, OLAs, Vendor Management, White-Label Platforms, Technical Operations, IT Infrastructure, Support Frameworks, KPI Reporting, Process Optimisation, Knowledge Management, Stakeholder Management, Continuous Improvement