Service Delivery Manager

Who We Are

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore. 

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel. 

For more information, please visit www.vml.com and follow along on LinkedIn  #WeAreVML.

Service Delivery Manager needed with proven experience in service delivery for a high-profile customer’s web site.

The opportunity

The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role is a combination of support management and team leadership, including liaison with internal technical teams and third parties.

You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA’s, incident & problem management etc).

A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.

What you’ll be doing

• Co-ordinate & facilitate the contracted eCommerce service to one or more customers
• Ensure that escalations and communications are managed in line with documented contract standards
• Develop and maintain good customer relationships with the support of the Account Manager.
• To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customers satisfaction remain high
• Ensure all agreed SLAs are met for incidents & service requests
• Develop and maintain a productive and close working relationship with relevant Account Executives
• Build appropriate working relationships with any third party’s involved in the delivery of in scope production services to the customer
• Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities
• Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities
• Conduct regular service reviews on a monthly/quarterly basis
• Liaise with customers to agree problem priorities and delivery
• Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process
• Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes
• Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)
• Ensure Support Activities managed within contracted Support Budget
• Work with support and development teams to ensure problem fixes are planned into releases and delivered

What we want from you

• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving skills.
• Ability to manage multiple projects and priorities effectively
• Extensive experience in a Support function
• Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment
• Extremely results driven, will always go the extra mile to deliver expected result
• Financially aware and able to contribute to the effective running of the account.
• Clear & concise communication skills - both written and oral
• Proven track record in building and maintaining strong relationships with customers including working from customer sites when required
• Strong leadership skills with proven track record of managing, developing and leading multi-disciplined teams
• Strong problem solving, time management and organizational skills
• Experience of providing out of hours support for high severity incidents
• Exposure to “follow the sun” support models

What we can offer you

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.

We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish.

We empower your Brains  for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.

And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.

How we use AI in the recruitment process: 

To ensure more focused and engaging conversations, we leverage AI in our recruitment process exclusively for secure, objective note-taking, never for evaluative judgments. This allows our team to be fully present with you. You are always welcome to request a transcript of these notes or opt out of this feature at any time. Opting out will not impact  the outcome of the interview process" 

At  WPPEnterprise Solutions

WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernisation, connecting strategy directly to execution.  

Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX, work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. We have received distinction as a leader in Commerce Services and CX Strategy Consulting by the Forrester Wave™  

To find out more, visit enterprisesolutions.wpp.com and follow us on LinkedIn. 

WPP Enterprise Solutions is part of  WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

#LI-EMEA #LI-HYBRID

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. 

When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our  California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.