{"id":4016889,"url":"https://alion.io/job/vml-service-delivery-manager","title":"Service Delivery Manager","company":{"id":456023,"name":"VML","domain":"vml.com","url":"https://alion.io/company/vml","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":90,"ghost_share":0,"stale_share":0.911,"repost_share":0,"time_to_fill_p50_days":52,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Braze","optional":false},{"name":"ITIL","optional":false}],"status":"closed","first_seen_at":"2026-11-10T13:06:00Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T18:17:00Z","board_verified":false,"closed_at":"2026-11-10T18:17:00Z","days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Who We Are\nVML 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. \nVML 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. \nFor more information, please visit www.vml.com and follow along on LinkedIn #WeAreVML.\nService Delivery Manager needed with proven experience in service delivery for a high-profile customer’s web site.\nThe opportunity\nThe 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.\nYou 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).\nA flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.\n\nWhat you’ll be doing\nCo-ordinate & facilitate the contracted eCommerce service to one or more customers\nEnsure that escalations and communications are managed in line with documented contract standards\nDevelop and maintain good customer relationships with the support of the Account Manager.\nTo 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\nEnsure all agreed SLAs are met for incidents & service requests\nDevelop and maintain a productive and close working relationship with relevant Account Executives\nBuild appropriate working relationships with any third party’s involved in the delivery of in scope production services to the customer\nProduce 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\nUndertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities\nConduct regular service reviews on a monthly/quarterly basis\nLiaise with customers to agree problem priorities and delivery\nEnsure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process\nEnsure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes\nConduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)\nEnsure Support Activities managed within contracted Support Budget\nWork with support and development teams to ensure problem fixes are planned into releases and delivered\n\nWhat we want from you\nExcellent communication, interpersonal, and leadership skills.\nStrong analytical and problem-solving skills.\nAbility to manage multiple projects and priorities effectively\nExtensive experience in a Support function\nWorking knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment\nExtremely results driven, will always go the extra mile to deliver expected result\nFinancially aware and able to contribute to the effective running of the account.\nClear & concise communication skills - both written and oral\nProven track record in building and maintaining strong relationships with customers including working from customer sites when required\nStrong leadership skills with proven track record of managing, developing and leading multi-disciplined teams\nStrong problem solving, time management and organizational skills\nExperience of providing out of hours support for high severity incidents\nExposure to “follow the sun” support models\n\nWhat we can offer you\nAlongside 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.\nPermanent only\nWe offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more.\nOur culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.\nWe lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish.\nWe empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.\nAnd we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.\nHow we use AI in the recruitment process: \n\nTo 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\" \nAt WPPEnterprise Solutions\nWPP 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. \nOur 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™ \nTo find out more, visit enterprisesolutions.wpp.com and follow us on LinkedIn. \nWPP 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.\n#LI-EMEA #LI-HYBRID\nWe 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.\nWPP (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. \nWhen 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.","description_format":"text","description_chars":8606,"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":["Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Advertising","Creative Agencies"],"lifecycle":[{"event":"open","at":"2026-11-10T13:10:40Z"},{"event":"close","at":"2026-11-10T18:17:00Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/vml-service-delivery-manager","json_url":"https://alion.io/job/vml-service-delivery-manager.json","meta":{"generated_at":"2026-11-11T01:24:43Z","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":41,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":456023},"rest":"https://alion.io/mcp/rest/get_company?id=456023"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvml-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Fvml-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Fvml-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/vml-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvml-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4016889}},{"tool":"search_jobs","arguments":{"company":"vml.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4016889},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}