Service Delivery Manager

Lynx Recruitment is looking for an experienced Service Delivery Manager to join a growing technology consultancy delivering complex managed services for a large-scale, business-critical digital platform. This is an exciting opportunity to work within a collaborative, multi-team environment, supporting enterprise-level services that underpin a high-volume customer-facing application.

You'll play a key role in ensuring operational excellence, driving continual service improvements, and acting as the bridge between technical delivery teams and customer stakeholders.

Key Responsibilities

• Manage service delivery in line with SLAs and KPIs.
• Lead service reviews, reporting and governance meetings.
• Ensure ITIL processes, including Incident, Problem and Change Management, are followed.
• Act as the main escalation point for service-related issues.
• Coordinate delivery across multiple teams and suppliers.
• Drive service improvements using operational data and performance metrics.
• Build strong relationships with customer and internal stakeholders.

Requirements

• Essential
• Experience as a Service Delivery Manager in a managed services environment.
• Strong knowledge of ITIL service management.
• Experience managing business-critical services and multi-vendor environments.
• Ability to manage stakeholders and communicate effectively.
• Experience with SLA/KPI reporting and continuous service improvement.
• Desirable
• Experience with AWS or Azure.
• Knowledge of ServiceNow, Jira or similar tools.
• Experience supporting digital or eCommerce platforms.
• Background in travel, aviation or other high-volume environments.
• What's on Offer
• Competitive salary and benefits.
• Flexible hybrid working.
• Opportunity to work on a large-scale enterprise platform using modern cloud technologies.
• Ongoing professional development and career progression.