Senior Service Delivery Manager

This is a senior leadership position within Services organisation, with direct responsibility for the performance of the Service Design, Service Delivery Management, and Service Assurance teams and their people. The role holder will bring proven experience of leading managed services within a B2B technology environment and will work collaboratively with their teams to build a prioritised improvement roadmap; balancing customer experience excellence with commercial and operational realities.

Key Responsibilities

• Manage and lead all sub-functions with a focus on improving collaboration within the team, wider MS Operations Team and technology Practices whilst ensuring work is delivered efficiently.


• Takes full accountability for the performance, development and wellbeing of direct reports across all three sub-functions, establishing clear objectives, providing regular feedback, and building a high-performing, collaborative team culture that attracts and retains talent.


• Works in close partnership with the technology Practices to develop and evolve the Managed Service offerings, ensuring alignment with the strategic partner model and with emerging market needs.


• Provides leadership and direction to the Service Design function, driving standardisation and consistency of approach across Practice-aligned architects, and supporting Service Architects in building effective relationships with their assigned Practice Leads.

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