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Service Delivery Manager

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The Telegraph

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Location:
United Kingdom , London

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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:

As a Service Delivery Manager you are responsible for co-coordinating the delivery of IT services to TMG business units and customers. You will play a vital role in creating a healthy relationship between Technology and the business acting as a bridge to the IT Operations delivery team. The Key responsibility of the Service Delivery Manager is to ensure that: service interruptions are managed to resolution following agreed incident and problem management processes whilst ensuring the highest level of service delivery in accordance with agreed service levels.

Job Responsibility:

  • Governance and delivery of ITSM processes
  • Administration and management of the ITSM toolsets (Atlassian Tools - Jira, Confluence, JSM, Pager Duty), ensure upgrades are inline with Service Management Roadmaps and tested successfully
  • Work with AI to improve processes/user experience
  • Manage all business impacting service interruptions and incident escalations inline with the agreed process and SLA's (24x7), coordinating with 3rd line teams and vendors
  • Deliver timely, appropriate and accurate communications to customers and key stakeholders
  • Ensures that incidents, change requests and problems are handled to agreed procedures
  • Runs major incidents, and manages incident communications to execs and the wider business
  • Manage Problems/Known Errors, to ensure that these are diagnosed, logged and escalated accurately
  • working with resolving teams to identify root cause, workarounds and fixes
  • Actively build and maintain strong relationships with Technology teams, customers and 3rd Party Vendors
  • acting as an escalation point for the business and work with Technology to get things done, make things happen
  • Work with the Technology and business units to identify, manage and record Service Improvement Plans and drive these through to completion
  • Manage technology requests for Change
  • confirm documentation is in place, appropriate sign off is obtained, awareness is given, post implementation processes are completed and chair CAB meetings
  • Build Service and Trend Reports, meeting regularly with key stakeholders to review and identify Service Improvements
  • Ensure services meet the service design and support model, make recommendations and negotiate for change where required
  • Manage and deliver the service catalogue & service descriptions and ensure successful transition of services into operations
  • Manage and support the ITSM knowledge base, ensuring both technical and procedural knowledge is available
  • Conduct service reviews with vendors

Requirements:

  • Professional knowledge of ITIL theories, principals and concepts
  • JIRA administration and configuration
  • Excellent communication skills (oral and written) to both technical and non-technical audiences
  • Good working knowledge of information systems, concepts and technologies
  • networking, applications, infrastructure, hardware and software, Operating Systems, troubleshooting and investigation

Nice to have:

  • Ability to start and build processes from scratch and see them through
  • Knowledge of Agile & DevOps working practices
  • Demonstrate a commitment to continuous improvement, maintaining a growth mindset, and consistently delivering work to a high standard
What we offer:
  • Dynamic working opportunities
  • medical cover
  • parental leave (six months fully paid maternity leave and enhanced paternity/partner leave)
  • life assurance
  • season ticket loans
  • flexible benefits
  • training and development opportunities through The Academy

Additional Information:

Job Posted:
March 22, 2026

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