Service Delivery Manager

🔒 Confidential Employer
Posted 24 March 2026
LOCATION
London, UK
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Client Management (IT)
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Service Delivery Management ITIL Incident Management Change Management Problem Management ServiceNow MS Power BI Client Management

FULL DESCRIPTION

Service Delivery Manager

[Employer hidden — view at passion-project.co.uk] is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. [Employer hidden] has an exciting opportunity for an experienced Service Delivery Manager to join our London team. In this role, you will act as a shared resource supporting multiple clients, ensuring that daily service operations run smoothly while maintaining high standards of client experience and service quality.

Job Details

[Employer hidden] has an exciting opportunity for an experienced Service Delivery Manager to join our London team. In this role, you will act as a shared resource supporting multiple clients, ensuring that daily service operations run smoothly while maintaining high standards of client experience and service quality. The SDM will provide operational support & work closely with Global Service Delivery resources & will primarily provide support for the regional client management teams in London (Account Management, Regional Engineering & CTMs). ITIL understanding & best practices will be critical.

The role requires excellent communication & time-management skills, as well as attention to detail. This individual will be expected to face-off with clients directly & build relationships.

This is a hybrid role with a strong preference for candidates to be based in the London area.

What you will do:

  • Service Delivery support (multi-client)
  • Service Performance, reporting & analysis (Problem Management, RCA)
  • Process review & Service Improvement
  • Technical understanding of [Employer hidden] products & client environments
  • Key stakeholder in client CAB process (in some cases, the owner)
  • Documentation management
  • Client engagement & stakeholder management (client & [Employer hidden])

Who you are:

  • Experience of Service Desk and Service Delivery management, within either the Managed Service Provider space or financial services / trading environments.
  • Strong ITIL understanding and experience with Incident Management, Change Management, and Problem Management
  • Data driven decision making, advanced understanding of ITSM data , metrics and KPIs
  • Experience with using reporting tools, such as ServiceNow and MS Power BI, and generating Management Information.
  • Building, and leading client facing teams of individual contributors
  • Financial and analytical acumen with a skillset aligned to running commercially viable technology services
  • Knowledge of and experience of working within common IT Security standards including ISO27001 and Cyber Essentials plus

[Employer hidden]’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, [Employer hidden] also offers a competitive compensation package, and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!

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