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  • Snr Service Delivery Director
  • Level: Senior
  • Salary: £NEG+ PA Plus Bonus
  • Location: London, UK
  • Apply With MS Word CV

The Service Delivery Director will have responsibility and accountability for all service management functions ensuring that they are delivered in line with ITIL standards and operating model.

This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. The successful candidate will establish and measure delivery processes as well as acting as an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments. The successfully candidate will act as the voice of the customer across the business, responsible for establishing and maintaining operational relationships with our customers to provide exceptional end-to-end service support, drive continual service improvement and ensure all support staff are meeting and exceeding service standards.


  • Accountable for the development and maintenance of service level agreements (SLAs) in consultation with the business units to establish incident & problem resolution expectations and timeframes to meet business objectives. Provide support with the creation Operational Level Agreement
  • Ensure agreed service level targets are met on an on-going basis and reported on through regular service level reports and service review meetings. Drive quality and improvement of the IT Services in line with the KPI defined in the SLAs
  • Ensure service improvement plans are in place to drive continual service improvement to enhance our services and support, driving customer excellence 
  • Work closely with the IT Service Manager and have oversight and influence over the on-boarding of projects into a BAU environment to ensure sustainable, supportable service integration 
  • Working with Project Delivery teams, hand hold all customers through service delivery from contract through to successful transition of services from delivery into support
  • Drive efficiencies through incident management processes to reduce end-to-end fix times, escalations and increase customer satisfaction
  • Participate in Post Incident and Implementation reviews to ensure that the customer perspective is included and service improvements are clearly identified and owned 
  • Act as a management escalation point between the business and technical delivery to resolve issues 
  • Responsible for the development and implementation of action plans to address service performance. Recommend improvements to operational activities that will enhance service robustness and reliability 
  • Managing and monitoring staff whom you are responsible for  
  • Work with IT resources and managers if necessary to ensure that customer needs and priorities are well understood and these are being delivered to  
  • Monitor, control and support service delivery; ensuring systems and procedures are in place and followed
  • Drive service delivery meetings with our partners and colleagues covering performance, service improvement, security requirements and other ITSM processes
  • Develop and create cost-effective service delivery solutions i.e. Service Catalogue


  • Service oriented – we stand for excellence, our solutions are user friendly and add value to the business. Follow procedures accurately and make effective use of existing systems. Contribute ideas about how to improve efficiency
  • People management – demonstrate leadership skills not through telling people what to do, but through leading by example and the ability to provide positive and constructive feedback; aligning people to department mission, culture and goals. You have the ability to inspire and empower colleagues to work towards the same purpose with integrity and clear judgement
  • Project management – use the project management framework in place
  • Business focus – be interested in the company’s business and commercial issues
  • Problem solving – considering and evaluating all relevant factors (consulting others) and then making a decision based on your conclusions
  • Build relationships – enjoy sharing ideas and discuss issues and value the input of your peers and colleagues
  • Technical awareness - keep well-informed on the latest developments in the IT Service Management
  • Crisis management – possess the skills and techniques required to identify, assess, understand, and cope with challenging situation
  • Make an impact – be able to represent the his/hers department and adapt his/hers style to meet the needs of different audiences.


  • ITIL Practitioner Certified
  • Service Management
  • Minimum 5 years of experience in an IT Service Delivery role 
  • In-depth understanding of IT industry dynamics
  • Leadership skills together with excellent interpersonal, communication & organisational skills
  • Strong analytical skills and able to interpret information from numerous sources to prepare and present reports.
  • Detail-oriented and able to find focused solutions to business problems
  • A passion for service and process improvement 
  • Critical thinking and problem solving skills
  • High tolerance/evolved ability to lead and manage ambiguous situations 
  • Excellent verbal, written, facility and presentation skills
  • Collaboration and team leadership abilities? Effective time and project management skills
  • Strong knowledge of the ITIL principles and processes 
  • Experience in customer service and leadership
  • Ability to demonstrate the guiding principles of ITIL & Project Management 
  • Ability to work across technical and business team to achieve results
  • Ability to communicate complex technical concepts and issues at a level which builds business understanding
  • In-depth knowledgeable of ServiceNow software would be advantageous 

Essential  Degree in a Business-related field

Very good interpersonal skills ,Excellent organisational and multi-tasking skills, Excellent communication skills with the ability to liaise at all levels,Adapt to a pressured environment, Well-presented, business-like and with a professional outlook, Flexible at all times, Work as part of a team / team player, Self-motivated.