Service Delivery Manager

Roles: Service Delivery Manager (Retail Operations must)

Location: London, UK

Job Type : Permanent

Work Mode : Onsite

Job Description: Service Delivery Manager (Retail Operations)

Role Overview

We are seeking an experienced Service Delivery Manager to oversee end-to-end service operations for a retail client. This role is responsible for ensuring high-quality service delivery, operational stability, and continuous improvement across business-critical services. The ideal candidate will bring strong expertise in service management, ITIL practices, client stakeholder management, operational excellence, financial operations, and third-party/vendor coordination to deliver excellent customer outcomes.

Key Responsibilities

• Service Operations Management
• Manage day-to-day service operations for the retail client, ensuring service stability, reliability, and performance.
• Ensure services are delivered in line with agreed SLAs, KPIs, and contractual commitments.
• Oversee incident, problem, change, and request management processes in alignment with ITIL best practices.
• Act as the escalation point for major service issues and coordinate timely resolution across the service operational window.
• Client & Stakeholder Management
• Serve as the primary point of contact for client stakeholders on service delivery, service performance, and operational priorities.
• Build and maintain strong relationships with business, IT, and operational stakeholders.
• Conduct regular service review meetings to present service metrics, risks, ongoing issues, and improvement plans.
• Ensure a high level of customer satisfaction through proactive communication and service governance.
• Service Management & Governance
• Implement and manage ITIL-based service management processes across the account.
• Establish governance frameworks to monitor service quality, compliance, and operational effectiveness.
• Track service performance and drive corrective and preventive actions when service levels are at risk.
• Chair WSRs, MSRs and QBRs as required with key client stakeholders
• Operational Excellence
• Identify and drive opportunities to improve service quality, efficiency, and productivity.
• Lead initiatives focused on process optimization, standardization, automation, and best practices.
• Use operational data and service trends to reduce recurring issues and improve service outcomes.
• Continuous Service Improvement
• Lead continuous service improvement (CSI) initiatives to enhance service delivery and customer experience.
• Analyze service performance data, customer feedback, and root causes to identify improvement opportunities.
• Able to interpret data and derive insights from operational data
• Define, implement, and track improvement plans with measurable outcomes.
• Financial Operations & Commercial Management
• Manage finance-related operational tasks such as invoicing, billing coordination, financial tracking, and supporting budget governance for the account.
• Ensure accuracy and timeliness of invoicing in coordination with internal finance teams and client stakeholders.
• Monitor commercial commitments, cost performance, and financial impacts related to service delivery.
• Support contract and financial discussions by providing operational inputs, forecasts, and service consumption details.
• Third-Party & Vendor Management
• Work closely with third-party vendors, partners, and suppliers to ensure seamless service delivery to the customer.
• Manage vendor performance against agreed service levels, deliverables, and contractual obligations.
• Coordinate across internal teams and external partners to resolve operational issues and improve end-to-end service quality.
• Build effective working relationships with third parties to ensure alignment, accountability, and service excellence.
• Team Leadership & Coordination
• Coordinate with internal delivery teams, support teams, and external providers to ensure smooth service operations.
• Provide leadership, oversight, and direction during service escalations and operational challenges.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.

Required Skills & Qualifications

• 12–15 years of experience in service delivery, service management, or operations management.
• Experience of managing projects with infrastructure and applications support is mandatory
• Proven experience managing service operations for re…