Job Description:

Service Delivery Manager / Permanent

Hybrid - 3 Days onsite in a London Office

Salary - DOE + up to 20% Bonus

We are partnering with a global, industry-leading organisation currently undergoing a significant period of transformation and growth. As part of this journey, we are looking to appoint an experienced Service Delivery Manager to take ownership of service performance across a defined region.

This is a high-profile role where you will work closely with senior stakeholders and cross-functional teams to ensure the consistent delivery of high-quality, customer-focused services.

A key part of this role is the ability to build strong relationships while also confidently challenging stakeholders where needed.

Key responsibilities

• Own end-to-end service delivery across the region, ensuring SLAs and KPIs are met
• Act as the main point of contact for stakeholders, managing relationships and expectations
• Lead service reviews, reporting, and escalation management
• Work cross-functionally to resolve issues and improve service outcomes
• Provide constructive challenge and push back where necessary to maintain delivery focus
• Drive continuous improvement across processes and performance

What we are looking for

• Proven experience in a Service Delivery Manager or similar role
• Strong stakeholder management skills, with the confidence to influence and challenge
• Ability to operate effectively with senior stakeholders and under pressure
• Experience managing service performance, SLAs, and reporting
• A proactive and resilient approach, with a focus on delivering results
• Experience within a Retail, Hospitality or F&B environment

Why join us

• Opportunity to make a real impact in a visible, business-critical role
• Collaborative & inclusive environment
• Competitive salary and flexible working options

If you are someone who can balance strong relationship management with the confidence to challenge and drive accountability, we would like to hear from you.