Service Delivery Manager

The purpose of the role is to manage the overall delivery commitments to the customer, with a focus on service quality, customer satisfaction, efficiency, effectiveness, and improvement.
Customer Support

Job description

The Service Delivery Manager acts as the custodian for all his/her serviced customers. The Service Delivery Manager is expected to understand the absolute end-to-end composition of the delivered service.

Key Result Areas

• Responsible for end to end operational management of the service
• Responsible for the delivery of tactical projects
• Negotiates Operational Level Agreements (OLA) and Service Level Agreements (SLA) and underpinning contracts with the internal stakeholders, suppliers, and customers
• Create Service documentation packs
• Ensure quality of the delivered service towards customers through regular monitoring, reporting and service review meetings
• Identify and execute initiatives for service improvement
• Control, align and assure quality of the Release and Change Management processes so that the integrity of the services and products meet the business customer's needs and expectations


This job does not manage any subordinates.
Job with line responsibility for this job: Head of Service Assurance
Job with dotted line responsibility for this job: N/A



• Master’s degree or equivalent - min 5 years of experience required in a similar position
• Experience in managing the provision of complex IT services against SLAs, including customer liaison management at all levels
• Experience in a service management environment preferably within the financial sector
• Ability to build effective relationships with different functions on all levels, both internally and externally with the client team
• Ability to grasp complex technical information quickly, assimilate and explain to non-technical audiences

Technical Knowledge

• ISO/IEC 20000 implementation and operation
• Service management tools (specifically Service Now)
• In-depth understanding of formal Service Management frameworks ideally with Expert level certification.
• ITIL V3 certification (minimum foundation/expert preferred)
• Knowledge of toolsets such as Jira, MS Dynamics CRM, SharePoint, Confluence are an advantage


Flex Income Plan
Hybrid remote work
Personal development plan
Premium tools
Innovating projects
IsaFun surprises (also at home!)

AND a bunch of wonderful colleagues

Service Delivery Manager
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