Service Delivery Manager (DFS)
Confirmed on the employer's own hiring board on Oct 27, 2026. First seen by Alion on Oct 22, 2026.
Job Summary
Regional Service Manager (RSM) (L3)
Governance - Regional Service Management
Location: United Kingdom - London - Slough
Experience: 10-12 Years
Role Summary
The Regional Service Manager (RSM) will act as the primary governance and service management lead for an assigned region. The role is responsible for ensuring service delivery performance, customer satisfaction, operational excellence, and compliance with agreed service levels while acting as a key interface between customers, delivery teams, and leadership stakeholders.
Key Responsibilities
Roles and Responsibilities
Serve as the primary point of contact for regional service governance, operational reviews, and customer escalations.
Monitor and drive service performance against agreed SLAs, KPIs, and contractual obligations.
Conduct regular service review meetings with customer stakeholders and internal delivery teams.
Analyze trends across incidents, problems, service requests, changes, and operational metrics to identify improvement opportunities.
Drive service improvement initiatives to improve customer experience, operational efficiency, and service quality.
Coordinate with tower leads, service delivery managers, and support teams to address service risks and performance issues.
Manage customer escalations and ensure timely resolution of business-critical issues.
Prepare governance reports, executive dashboards, service reviews, and performance presentations.
Support audit, compliance, risk, and governance activities within the region.
Build strong customer relationships and act as a trusted advisor for service management and operational matters.
Skill Requirements
Mandatory Skills
Service Delivery Management
Customer Governance & Relationship Management
SLA & KPI Management
ITIL Service Management
Escalation & Risk Management
Service Improvement Planning
Executive Reporting & Governance
Stakeholder Management
Preferred Skills
ServiceNow Reporting
PMO & Governance
Contract & Vendor Management
Power BI
Other Requirements
Certifications
Mandatory
ITIL v4 Foundation
Preferred
ITIL Managing Professional
PMP
PRINCE2 Practitione