Senior Service Delivery Manager

Job Title: Senior Service Delivery Manager Application Management Services

Job Location: London, UK (Hybrid)

Job Type: FTE

Job Description :

We are looking for a Senior Service Delivery Manager to lead end\-to\-end delivery for Application Management Services with a team of approximately 36 resources across development, testing, DBA, Scrum Master, and other technical streams. The role will be responsible for service governance, stakeholder management, KPI/SLA performance, operational excellence, and continuous improvement.

Key Responsibilities

• Own end\-to\-end service delivery for the Application Management Services engagement.


• Lead, manage, and coordinate a cross\-functional team of approximately 36 resources.


• Oversee delivery across development, testing, DBA, Scrum Master, production support, and related workstreams.


• Ensure achievement of contractual KPIs, SLAs, OLAs, quality targets, and customer commitments.


• Monitor service performance, incidents, problems, changes, releases, risks, and dependencies.


• Conduct regular service reviews with customers and stakeholders.


• Prepare and present operational dashboards, performance reports, governance packs, and improvement plans.


• Act as the primary escalation point for critical incidents, delivery risks, and service issues.


• Drive root\-cause analysis and ensure timely implementation of corrective and preventive actions.


• Establish effective governance, communication, escalation, and reporting processes.


• Manage resource planning, utilization, capacity, skill development, and succession planning.


• Coordinate with application, infrastructure, security, vendor, and business teams.


• Ensure adherence to ITIL processes, organizational standards, security requirements, and compliance controls.


• Identify opportunities to improve service quality, productivity, automation, stability, and customer satisfaction.


• Drive continuous improvement initiatives and track benefits realization.


• Support commercial governance, budgeting, invoicing, forecasting, and contract deliverables where applicable.


• Mentor team leads and create a culture of accountability, collaboration, and operational excellence.

• 12\+ years of experience in IT service delivery, application management, or managed services.


• Proven experience managing large, cross\-functional application support and development teams.


• Experience leading teams across development, testing, DBA, Agile delivery, and production support functions.


• Strong understanding of ITIL processes, including incident, problem, change, release, request, and service\-level management.


• Demonstrated experience managing SLAs, KPIs, OLAs, service credits, and customer governance.


• Strong stakeholder and customer management skills, including executive\-level communication.


• Experience managing critical incidents, escalations, risk mitigation, and crisis communications.


• Strong knowledge of Agile, Scrum, DevOps, and application lifecycle management.


• Experience with service reporting, dashboards, trend analysis, and operational metrics.


• Strong people management, resource planning, conflict resolution, and leadership skills.


• Excellent communication, presentation, negotiation, and decision\-making abilities.

• ITIL 4 Foundation or higher certification.


• PMP, PRINCE2, Scrum Master, or equivalent certification.


• Experience managing distributed or geographically dispersed teams.


• Experience with ServiceNow, Jira, Confluence, Power BI, or similar service management and reporting tools.


• Experience in continuous improvement, automation, Lean, or operational excellence programs.


• Experience managing enterprise applications and customer\-facing managed services.

• Consistent achievement of contractual SLA and KPI targets.


• Improved application availability, service stability, and customer satisfaction.


• Reduction in repeat incidents, backlog, resolution time, and operational risks.


• Effective delivery of continual service improvement initiatives.


• Accurate and timely governance reporting.


• Optimal resource utilization and team productivity.


• Successful management of escalations, audits, releases, and service transitions.


• Strong customer relationships and positive stakeholder feedback

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