Service Delivery Lead

Overview

As Service Delivery Lead, you own the end-to-end delivery of managed IT and Google Cloud services across a portfolio of clients. You govern SLAs, manage ticket flows, and serve as the primary escalation and relationship owner with client stakeholders. You produce insightful service reports to drive continuous improvement and may lead a small delivery team. You combine governance with hands-on client management in a cloud-first environment, communicating with executives under pressure. This role offers impact in service quality, stability and growth through data-driven decisions and cross-functional collaboration.

Responsibilities

• Own end-to-end delivery of managed IT and Google Cloud services across multiple clients
• Act as the primary escalation point and trusted advisor for clients
• Define, monitor and enforce bespoke SLAs and KPIs, manage ticket governance with engineering teams
• Produce monthly executive-facing service reports with clear insights
• Analyse ticket trends and root causes to drive continuous improvement
• Design and execute Continuous Service Improvement Plans (CSIPs)
• Identify service risks and growth opportunities in collaboration with account management
• Lead or coordinate a small delivery team and optimize resource allocation across accounts

Key requirements

• 5+ years’ experience in IT service delivery leadership or management
• Strong grasp of SLAs, incident triage, ticket lifecycle management, and service governance (ITIL-based preferred)
• Understanding of cloud platforms and modern IT infrastructure; ability to translate concepts for non-technical executives
• Excellent verbal and written communication; comfortable with escalations and presenting data-backed insights to senior stakeholders
• Proficiency with PSA/ITSM tools (e.g., Remedy, ServiceNow) and ability to leverage service performance data
• Calm, organized, detail-focused approach; thrives under pressure and shifting priorities
• Collaborative influencer with ability to coordinate or lead small teams
• UK Government SC-level security clearance (or ability to obtain)
• Motivation for ongoing professional development and certifications

• strong communication
• relationship-building
• calm under pressure
• PSA/ITSM tools (Remedy, ServiceNow)
• SLA/KPI design and governance
• ITIL framework familiarity

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