{"id":3097826,"url":"https://alion.io/job/centellic-service-delivery-manager","title":"Service Delivery Manager","company":{"id":678611,"name":"Centellic","domain":"centellic.com","url":"https://alion.io/company/centellic","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":72000,"max_usd":130000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":64},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-21T16:39:31Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T20:34:54Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Reports to: IT Operations Director\n Location: London, UK (global remit across the UK, US and international operations)\nOffice attendance: Minimum three days per week in the Central London office. Applicants must live within a practical and sustainable commuting distance.\n\nRole Purpose\nThe Service Delivery Manager is responsible for the operational management, governance and continual improvement of IT support services delivered through the organisation’s outsourced global helpdesk managed services partner.\nThe role owns service performance, supplier accountability, customer experience and service integration across IT Operations and third-party partners. Working closely with Infrastructure, InfoSec, Enterprise Services, CRM, Product & Technology and business stakeholders, the Service Delivery Manager will ensure services meet business needs and continue to mature through clear governance, insight-led improvement and strong operational leadership.\nThe role will develop the IT Operations Service Delivery capability, embed effective ways of working and improve service quality across people, processes, technology and customer experience.\nKey Responsibilities\nService Delivery, Supplier Management & Integration\nOwn the operational performance of the global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures.\nAct as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents.\nLead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate.\nCoordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers.\nDefine clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes.\nDrive stable, resilient and consistent service delivery across all supported regions.\nService Improvement, Customer Experience & Knowledge\nDevelop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme.\nImprove service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency.\nIdentify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost.\nChampion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities.\nDevelop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance.\nPromote a service-focused culture across IT Operations and supplier teams.\nGovernance, Reporting & Stakeholder Management\nEstablish and maintain governance forums, service standards, operational policies and performance measures.\nProduce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance.\nPresent service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums.\nBuild trusted relationships with senior business stakeholders, IT leadership and supplier teams.\nAct as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement.\nService Introduction & Operational Readiness\nEnsure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support.\nWork with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live.\nCapture lessons learned from service introductions and embed improvements into future delivery.\nOperational Risk & Resilience\nIdentify service risks, dependencies and potential points of failure.\nMaintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities.\nSkills, Knowledge and Expertise\nExperience\nSignificant experience in IT Service Delivery or Service Management environments. \nProven experience managing outsourced Helpdesks and holding suppliers accountable for performance. \nExperience improving service performance through governance, reporting, supplier management and continual improvement. \nExperience developing service management capability, operational processes and performance frameworks. \nExperience working with global teams, multiple time zones and senior stakeholders. \nKnowledge & Expertise\nStrong knowledge of ITIL 4 or 5 service management principles and practical application. \nUnderstanding of the SDI Service Desk Best Practice Standard. \nExperience defining KPIs, SLAs, OLAs and customer experience measures. \nPractical knowledge of service introduction, operational readiness, knowledge management and continual improvement. \nExperience using ITSM platforms, service reporting and performance analytics. \nLeadership & Behavioural Skills\nExcellent written and verbal communication skills. \nStrong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams.\nCustomer and service focused, with a clear understanding of how IT support affects user productivity and business performance. \nCalm, structured and decisive when managing service issues, escalations and competing priorities. \nHighly organised, proactive and comfortable working in a fast-paced global environment. \n Preferred Certifications\nITIL 4 Foundation (essential) \nITIL 4 Managing Professional or Strategic Leader (essential) \nLean Six Sigma Yellow Belt or Green Belt (desirable)\n\nAbout Centellic\nCentellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.\nThrough proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.\nAt Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.\nWhy Centellic?\nAt Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.\nThose who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.\nCentellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.\nBenefits\nOur people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:\n\nStart of employment:\nEye care\nEmployee Assistance Programme\nA day off for your birthday\nAfter 3 months employment:\nPension (4% employer contribution and 4% employee contribution)\nAfter 4 months employment:\nLife assurance\nAfter probation:\nCycle to work scheme\nSeason ticket loan\n£350 annual wellbeing allowance to contribute to gym memberships or fitness classes\nPuregym access\nPerks at work platform access\nAfter 1 year service:\nPrivate healthcare\nAdditional Perks:\nCompany socials \nAccess to Employee Affinity Networks \nMentoring scheme \nVolunteering Day \nMortgage Advice\nWork from anywhere (2 weeks)\nGenerous parental leave\nWe are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.\n‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’","description_format":"text","description_chars":9052,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Gym membership","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","Market Research"],"lifecycle":[{"event":"open","at":"2026-10-22T16:39:31Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":11,"reasons":["conf:1","win:early"],"computed_at":"2026-10-22T21:55:35Z"},"pay":null,"html_url":"https://alion.io/job/centellic-service-delivery-manager","json_url":"https://alion.io/job/centellic-service-delivery-manager.json","meta":{"generated_at":"2026-10-22T21:55:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6754,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678611},"rest":"https://alion.io/mcp/rest/get_company?id=678611"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcentellic-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcentellic-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcentellic-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/centellic-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcentellic-service-delivery-manager"}]}