Service Delivery Manager

Are you ready to take ownership of a critical service delivery function within a forward-thinking digital environment? We are seeking a passionate and proactive Service Delivery Manager to lead incident management and escalations from start to finish.

As the Service Delivery Manager, you'll be the main point of contact for all incidents, ensuring transparency and accountability from vendors and third-party partners. We seek someone who tells it like it is and can drive resolutions through clear communication and strong relationship-building. You’ll oversee the operational availability of our customer platform and manage escalations to deliver outstanding service.

• Incident Management: Own the incident resolution process from start to finish, ensuring timely and effective handling of all issues.
• Escalation Point of Contact: Act as the primary escalation contact, ensuring all escalations are handled promptly and professionally.
• Vendor & Third-Party Accountability: Build strong relationships with vendors, ensuring they are held accountable and meet agreed service levels.
• Transparent Reporting: Provide clear, timely updates and reports on incident trends, root causes, and resolutions to stakeholders.
• Collaboration: Work closely with internal teams and external partners to ensure seamless service delivery.
• Continuous Improvement: Conduct post-incident reviews, identify opportunities for improvement, and implement changes to prevent future issues.

• A straight-talker who values transparency and isn't afraid to give honest feedback.
• A problem-solver with a proactive approach to managing incidents and escalations.
• Proven vendor management experience with a track record of holding third parties accountable.
• Excellent communication skills for engaging with both internal teams and external partners.
• A passion for service excellence and a commitment to continuous improvement.

• Competitive salary and benefits package.
• A collaborative, innovative, and supportive work environment.
• Opportunities for career development and growth.
• Twenty-five days holiday, rising with service, plus an extra day off for your birthday.
• On-site gym, restaurant, complimentary tea/coffee, and more!

We'd love to hear from you if you thrive in a dynamic environment and enjoy taking ownership of service delivery.