Senior Service Delivery Manager

A leading retail and hospitality organisation is looking for an experienced Senior Service Delivery Manager to take ownership of critical customer-facing technology services supporting a large-scale digital and loyalty ecosystem.

This Senior Service Delivery Manager role sits within a mature Service Management function, working closely with senior stakeholders, technology partners and operational teams to ensure services are stable, resilient and continually improving.

We're looking for a commercially minded Service Delivery professional who can challenge suppliers, influence stakeholders and take ownership when things go wrong.

What You'll Do

• Own service delivery across critical customer and operational platforms
• Manage strategic technology suppliers against SLAs, KPIs and service expectations
• Lead major incident, problem and change management
• Drive continual service improvement and operational resilience
• Ensure new technology and transformation initiatives are operationally ready
• Maintain strong governance, compliance and service management standards
• Act as a senior escalation point for critical service issues
• Work closely with Service Desk, Product, Technology and business teams

What They're Looking For

• Strong Service Delivery / Service Management experience
• Experience supporting customer-facing digital platforms, products or services
• Extensive third-party supplier and commercial management experience
• Strong practical knowledge of Incident, Problem and Change Management
• ITIL qualification and proven ITIL experience
• Excellent stakeholder management and influencing skills
• Experience working across Agile, Product and traditional delivery environments
• Comfortable operating in a complex, fast-paced environment

Experience within retail, hospitality, FMCG or another large consumer-facing organisation would be advantageous, as would international service delivery and DevOps exposure.

The Opportunity

A high-profile Senior Service Delivery Manager position with genuine ownership of critical technology services, senior stakeholder exposure and the opportunity to drive measurable improvements across a large-scale international operation.