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.