Service Delivery Manager

Purpose

The Service Delivery Manager is accountable for end-to-end service performance, ensuring that all services are delivered in line with agreed scope, KPIs and governance standards. The role provides performance oversight across all service towers, driving SLA achievement, supplier accountability and continuous service improvement.

Key Logistics

Duration: approx. 9-12 months
Location: minimal travel expectation required

Key Responsibilities

Service Performance Management

Own overall service performance across TSA workstreams
Track KPIs and SLAs, identifying trends, risks and areas of under-performance
Drive recovery plans where performance targets are at risk
Ensure consistent service delivery aligned to TSA scope and priorities

SLA & KPI Governance

Define, baseline and maintain the TSA KPI / SLA framework
Ensure accurate measurement, reporting and interpretation of KPIs
Challenge and validate performance data from suppliers and workstreams
Ensure KPIs are used to drive decisions, not just reporting

Multi-Vendor Service Oversight

Monitor supplier performance against agreed service obligations
Ensure neutrality in managing multiple suppliers and competing priorities
Drive service alignment across vendors to avoid delivery gaps
Lead performance reviews and service governance discussions with suppliers

Escalation & Service Recovery

Oversee the management of critical service escalations
Ensure service issues are resolved within agreed timelines
Hold suppliers accountable for resolution of Supplier-owned issues
Ensure root cause analysis is completed and tracked to closure

Governance & Stakeholder Management

Lead service delivery forums (weekly / monthly performance reviews)
Provide clear, data-driven updates to bp / Castrol stakeholders
Support decision-making with actionable insights on service delivery risks
Maintain alignment across stakeholders on service priorities and outcomes

Cross-Tower Integration

Ensure seamless service delivery across multiple towers and teams
Identify and manage interdependencies impacting service performance
Align priorities across workstreams to maintain overall service continuity
Support integrated planning across operational and transition activities

Continuous Improvement

Identify opportunities to improve service quality, efficiency and stability
Drive standardisation and adoption of best practices across services
Support introduction of tooling, automation and reporting enhancements
Embed performance-driven culture across TSA delivery teams

Key Outcomes / Success Measures

KPIs and SLAs consistently met or recovered within agreed thresholds
Clear visibility of service performance, risks and improvement actions
Effective control of supplier performance and service delivery quality
Reduction in recurring issues and improved service stability over time
Strong stakeholder confidence in TSA service delivery

Profile / Experience

Essential Experience

10–15+ years in IT service delivery / service management roles
Proven experience managing end-to-end service performance in complex environments
Strong experience in multi-vendor service delivery models
Experience in TSA, transition, carve-out or large transformation programmes

Skills & Capabilities

Strong understanding of SLA / KPI frameworks and service management
Ability to manage performance through data, insight and governance
Excellent stakeholder management across business and supplier teams
Strong problem-solving and service recovery capability
Familiarity with ITIL or similar service management frameworks

Behavioural Attributes

Outcome-focused and performance-driven
Structured, disciplined and detail-oriented
Comfortable challenging under-performance constructively
Maintains neutrality across suppliers and stakeholders
Calm and decisive under pressure

Key Interfaces

Engagement Manager (overall accountability and escalation)
Operations Manager (day-to-day coordination and issue management)
Workstream / Tower Leads
Supplier and vendor delivery teams