Posted 3 hours ago
Description
A leading retail and hospitality organisation is looking for an experienced Senior Service Delivery Manager to take ownership of critical customer-facing technology services supporting a large-scale digital and loyalty ecosystem.
This Senior Service Delivery Manager role sits within a mature Service Management function, working closely with senior stakeholders, technology partners and operational teams to ensure services are stable, resilient and continually improving.
We're looking for a commercially minded Service Delivery professional who can challenge suppliers, influence stakeholders and take ownership when things go wrong.
What You'll Do
- Own service delivery across critical customer and operational platforms
- Manage strategic technology suppliers against SLAs, KPIs and service expectations
- Lead major incident, problem and change management
- Drive continual service improvement and operational resilience
- Ensure new technology and transformation initiatives are operationally ready
- Maintain strong governance, compliance and service management standards
- Act as a senior escalation point for critical service issues
- Work closely with Service Desk, Product, Technology and business teams
What They're Looking For
- Strong Service Delivery / Service Management experience
- Experience supporting customer-facing digital platforms, products or services
- Extensive third-party supplier and commercial management experience
- Strong practical knowledge of Incident, Problem and Change Management
- ITIL qualification and proven ITIL experience
- Excellent stakeholder management and influencing skills
- Experience working across Agile, Product and traditional delivery environments
- Comfortable operating in a complex, fast-paced environment
Experience within retail, hospitality, FMCG or another large consumer-facing organisation would be advantageous, as would international service delivery and DevOps exposure.
The Opportunity
A high-profile Senior Service Delivery Manager position with genuine ownership of critical technology services, senior stakeholder exposure and the opportunity to drive measurable improvements across a large-scale international operation.
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