Service Delivery Manager

About The Opportunity
A fast-growing leader in remote workforce solutions and digital service delivery, we empower global enterprises to scale operations seamlessly through virtual teams and outcome-driven service models. Operating across the UK and international markets, we blend technology, process excellence, and human-centric management to deliver consistent, high-impact service outcomes for clients in finance, healthcare, and B2B SaaS sectors.
Role & Responsibilities
Oversee end-to-end service delivery for client accounts, ensuring SLAs, KPIs, and customer satisfaction targets are consistently met or exceeded.
Lead and mentor remote delivery teams across UK time zones, driving alignment, accountability, and performance through Agile and Scrum methodologies.
Partner with clients to refine service scopes, manage expectations, and proactively identify opportunities for value-add or expansion.
Design and implement service dashboards, reporting mechanisms, and continuous improvement loops to enhance transparency and operational efficiency.
Coordinate cross-functional initiatives involving tech, HR, and finance to resolve escalation points and optimize delivery workflows.
Ensure compliance with data privacy (GDPR), security protocols, and client-specific governance framework requirements.
Skills & Qualifications
Must-Have
ServiceNow
Jira
ITIL v4
SLA Management
Client Onboarding
KPI Reporting
Remote Team Leadership
GDPR Compliance
Preferred
Confluence
Microsoft Teams Admin
ITSM Certification
Benefits & Culture Highlights
100% remote work with flexible hours and no commute.
Quarterly performance bonuses tied to client success metrics.
Access to mental health coaching and wellness stipends.
Skills: service delivery,sla,jira

Work arrangement
Yes