Service Delivery Manager Job at Satalia (London)

Service Delivery Manager

Satalia

Location:
United Kingdom , London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

This is a strategic role focused on building and scaling Satalia’s Service Delivery practice. You will be responsible for defining the service offering, ensuring excellence in the delivery and lifecycle management of AI solutions, and integrating with internal technical teams and WPP partners. You will deal confidently with key enterprise customers, own the service relationship, plan the growth of the practice, and identify opportunities to leverage Satalia's AI capabilities to automate and enhance service delivery processes.

Job Responsibility:

Define the Service Delivery practice's operating model, standards, and tools, promoting high-autonomy, transparent, and scalable service management aligned with Satalia's decentralised goals
Develop and maintain a good customer relationship
AI/Solution Lifecycle Management: Co-ordinate and facilitate the contracted delivery and operational lifecycle of Satalia's AI and Optimization solutions to key customers in the logistics and solutions sectors
Be the primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customer satisfaction remain high
Ensure that escalations and communications are managed in line with documented contract standards
Ensure all agreed SLAs are met for incidents & service requests
Develop and maintain a productive and close working relationship with relevant account and customer teams
Automate Service Delivery: Lead the initiative to leverage AI tools for automating manual, repetitive tasks within service delivery
Build appropriate working relationships with any third parties involved in the delivery of in-scope production services to the customer
Support the production of monthly and monthly service reports for customers against the agreed targets, SLA’s, KPI’s, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost-saving opportunities
Conduct regular service reviews on a monthly/quarterly basis
Liaise with customers to agree on problem priorities and delivery
Ensure changes, releases or upgrades to customer production environments are managed effectively and in a timely manner through an agreed change & release management process
Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using agreed Problem and Change Management processes
identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)
Ensure Support Activities are managed within the contracted Support Budget
Work with support and development teams to ensure problem fixes are planned into releases and delivered

Requirements:

Good technical understanding of Enterprise AI and Optimization solutions and how these deliver value within complex Logistics and Business Solutions domains
Excellent communication, interpersonal, and leadership skills
Strong analytical and problem-solving skills
Ability to manage multiple projects and priorities effectively
Extensive experience in a Support function
Process Knowledge: Strong analytical and problem-solving skills, with a working understanding of the MLOps lifecycle and modern DevOps practices
Extremely results driven, will always go the extra mile to deliver expected results
Financially aware and able to contribute to the effective running of the account
Clear & concise communication skills – both written and oral
Proven track record in building and maintaining strong relationships with customers including working from customer sites when required
Strong leadership skills with a proven track record of managing, developing, and leading multi-disciplined teams
Strong problem-solving, time management, and organizational skills
Experience of providing out of hours support for high severity incidents
Exposure to “follow the sun” support models
A flexible approach to working hours and a willingness to cover periods of on-call support is required

What we offer:

Benefits - enhanced pension, life assurance, income protection, private healthcare
Remote working - café, bedroom, beach - wherever works
Truly flexible working hours - school pick up, volunteering, gym
Generous Leave - 27 days holiday plus bank holidays and enhanced family leave
Annual bonus - when Satalia does well, we all do well
Impactful projects - focus on bringing meaningful social and environmental change
People oriented culture - wellbeing is a priority, as is being a nice person
Transparent and open culture - you will be heard
Development - focus on bringing the best out of each other

Additional Information:

Job Posted:
March 19, 2026

Employment Type:

Fulltime

Work Type:

Remote work

Satalia - All Job Offers

Job Link Share:

Service Delivery Manager

Satalia

Location:
United Kingdom , London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
March 19, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Service Delivery Manager

Operations Manager, Service Delivery

Service Delivery Manager - Managed Security

Delivery Services Manager

Technical Service Delivery Manager

Service Delivery Manager - Asset Servicing