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Service Delivery Manager

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Whitehall Resources Ltd

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Location:
United Kingdom , Cambridge

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

This is an innovative role combines service delivery excellence with end-to-end customer experience leadership, orchestrating service readiness, enablement materials, and communications for AI Enablement. You will ensure every AI operations and technical development release is understood, trusted, effectively supported, and seamlessly adopted. By translating complex information into clear, actionable messages, you’ll help colleagues and teams across the business experience AI as reliable, intuitive, and transparent.

Job Responsibility:

  • Lead service readiness and delivery for all AI tools and platforms
  • Coordinate release, early life support, and post-go-live cycles, ensuring clarity and trust across audiences. Partner with the Operations lead, Product Owners and QA leads to ensure quality, delivery timeliness, and alignment with enterprise standards
  • Translate change, release, and incident updates into clear, user-focused narratives
  • Define and maintain communication templates, tone of voice, and comms governance aligned with client standards
  • Solve service delivery critical issues in collaboration with Operations and QA leads, ensuring prompt resolution and effective communication with colleagues
  • Partner with AI Enablement Leads and Business Partners to deliver consistent updates, success stories, and materials
  • Coordinate engagement sessions, spotlight moments, and awareness campaigns across global regions
  • Maintain a structured two-way feedback loop between AI Enablement Leads, Business Partners and Operations to surface adoption blockers and insights
  • Ensure all communications align with AI Enablement narrative, tone, and Responsible AI framework
  • Curate and maintain all AI Enablement repositories (SharePoint, Teams, ServiceNow Knowledge)
  • Manage content lifecycle, version control, and accessibility for all enablement materials
  • Collaborate with AI Enablement Partners to ensure all materials for operational and business teams are accurate, relevant, and discoverable
  • Build and maintain a central AI Enablement Knowledge Hub as the single source of truth
  • Gather feedback from operational teams, enablement leads, champions, and business units to drive continuous improvement cycles
  • Combine operational, technical, and engagement data into actionable insights for AI Enablement leadership
  • Support internal reporting and storytelling through adoption data, performance trends, and enablement impact reporting
  • Partner with the Operations and QA leads to feed lessons learned back into future release, QA, and communications processes

Requirements:

  • Exceptional written and verbal communication skills, able to simplify complex technical information and its business impact
  • Demonstrable experience in service delivery, communications, or enablement roles within an IT or enterprise environment
  • Strong organisational skills with ability to coordinate across multiple leadership teams, business functions, and technical teams
  • Experience handling content across collaboration and service platforms (e.g., SharePoint, Confluence, Power BI, Jira, ServiceNow)
  • Understanding of AI tools, platforms, and enterprise enablement dynamics

Nice to have:

  • Experience handling internal or change communications for technology or transformation initiatives
  • Familiarity with ITIL or service delivery frameworks
  • Knowledge of analytics dashboards (Power BI, Excel) for reporting adoption or engagement insights
  • Awareness of Responsible AI governance and compliance frameworks

Additional Information:

Job Posted:
March 12, 2026

Work Type:
Hybrid work
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