Senior Service Delivery Manager

Job DescriptionWe are looking for The Integrated Service Delivery LeadBelow are detailsLocation:United Kingdom, NativeExperience:20+ years in IT, with extensive exposure to customer projects across diverse domains. Role OverviewThe Integrated Service Delivery Lead will be responsible for managing and delivering complex end-to-end IT services across multiple technology towers (infrastructure, application) and business functions. This role demands strong leadership, strategic thinking, and the ability to engage with senior stakeholders, including CXO-level executives. The ideal candidate will have a proven track record of managing global delivery models, including offshore teams, and ensuring seamless integration of IT infrastructure and application services. Key ResponsibilitiesService Delivery Management:Oversee end-to-end delivery of IT services across infrastructure and application support/development projects.Ensure adherence to SLAs, KPIs, compliance standards, and contractual commitments.Coordinate with cross-functional delivery teams to resolve service issues and escalations in a timely manner.Monitor operational performance dashboards and proactively address service risks and deviations.Customer Stakeholder Engagement:Act as a trusted advisor to clients, engaging at CXO level to understand business objectives and align IT services accordinglyConduct regular governance meetings (weekly, monthly, quarterly) including SLA reviews, operational updates, and strategic planning.Integrated Operations & Collaboration:Ensure smooth coordination between infrastructure and application teams for integrated solutions.Align and orchestrate multiple service towers (Apps, Infra, Cloud, DevOps, Cybersecurity, etc.) to deliver a unified customer experience.Global Delivery Model:Facilitate smooth collaboration between onsite, offshore, and nearshore teams.Governance & Compliance:Implement robust governance frameworks, SLAs, and compliance standards for service delivery.Continuous Improvement:Drive innovation and process improvements to enhance service efficiency and customer satisfaction.Identify opportunities for operational optimization, automation/AI Adoption, cost optimizatonFinancial & Contractual ManagementTrack and manage delivery budgets, resource utilization, and productivity.Support financial governance including forecasting, invoicing, and cost optimization.Ensure compliance with MSAs, SOWs, and service delivery commitments. Required Skills & CompetenciesTechnical & Domain SkillsStrong understanding of IT service management frameworksExposure to multi-tower environments: cloud, infrastructure/servers, applications, networks, cybersecurity, and service desk.Experience managing large, distributed delivery teams.Leadership & ManagementProven ability to lead large, diverse teams across geographies.Strong experience in service delivery management, programme governance, and operational excellence.Customer EngagementExceptional communication, stakholder management and presentation skills for CXO-level interactions.Strong problem solving, ablytical and decision making skillsAbility to translate technical solutions into business outcomes.Project & Service ManagementExpertise in IT Service Delveiry roles (ITIL processes, service transition, and operations)Prior experience in managing enterprise-level service delivery for global customersExperience working in managed services, outsourcing, or SI environmentsGlobal Delivery ExperienceHands-on experience working with offshore teams and distributed delivery models.Other Core SkillsStrategic thinking and problem-solving.Familiarity with contract management and commercial aspects.Proficiency in tools like ServiceNow, Jira, MS Project. Preferred QualificationsBachelor’s degree (Engineering/Technology preferred)ITIL Expert or equivalent certification.PMP or PRINCE2 certification.Exposure to cloud platforms (Azure, AWS) and modern application architectures.