IT Service Delivery Manager

Overview

In this role you will ensure reliable, high‑quality IT product and service delivery aligned with product roadmaps and business objectives. You will work closely with Product Owners and Product Managers to translate needs into effective service outcomes, and you will proactively address risks to prevent customer impact. You’ll oversee delivery teams, monitor performance, and report on availability and satisfaction. This on-site London role focuses on delivering consistent services and elevating customer success.

Responsibilities

• Own the delivery of IT products and services to agreed SLAs and requirements
• Collaborate with Product Owners and Product Managers to translate product needs into service delivery
• Coordinate delivery teams for efficient, high‑quality outcomes
• Monitor service performance, identify trends and drive improvements
• Proactively identify risks and resolve issues before escalation
• Work with product operations teams to ensure seamless service delivery
• Report on service performance, availability and customer satisfaction

Key requirements

• Experienced IT Service Delivery Manager
• Strong IT service management background (e.g. ITIL)
• Experience working with product-led teams
• Ability to diagnose issues, identify root causes and implement preventative solutions
• Excellent stakeholder management and communication skills
• Strong analytical and problem-solving capability

• proactive mindset
• stakeholder management
• clear communication
• ITIL
• service delivery management
• root-cause analysis

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