Manager, Service Delivery Partner

Position Objective:

The Service Delivery Partner is accountable for representing the day-to-day service delivery of Group IT Operations to assigned service recipients. With a focus on business outcomes, service quality, and stakeholder trust, the role provides operational oversight of services delivered by technical service providers, ensuring services meet business needs, agreed service levels, and applicable policies and standards. The role serves as the primary point of contact for service issues, escalations, reviews, and communications, while driving service improvements, operational efficiency, compliance, and audit readiness through proactive performance oversight, stakeholder engagement, and continuous improvement initiatives.

Roles and Responsibilities:

Responsibilities include, but are not limited to, the following:

• Service Delivery Representation

Represent the day-to-day delivery of Group IT Operations services to Service Recipients. Act as the primary interface between Service Providers and Service Recipients, ensuring services meet business needs, agreed service levels, and stakeholder expectations. Facilitate effective communication, issue resolution, and escalation management while maintaining strong stakeholder trust and transparency.

• Operational Service Oversight

Provide oversight of operational service health across assigned services and technology platforms. Monitor service performance, ticket trends, operational risks, recurring issues, service degradations, capacity concerns, vulnerability remediation activities, backup exceptions, and service transition initiatives. Coordinate with operational and engineering teams to ensure issues are addressed and resolved in a timely manner.

• Service Reviews and Governance

Lead and support regular Operational Review meetings and contribute to Service Governance forums. Review service level performance, operational trends, action items, escalations, and service improvement progress. Prepare service performance updates, commentary, and reporting to support informed business and technology decision-making.

• Service Provider Performance Management

Identify recurring issues, service trends, and opportunities for improvement. Initiate, coordinate, and oversee Service Improvement Programs (SIPs), working closely with operational teams and the Process Design, Transition & Optimization function to address root causes and achieve measurable improvements in service performance, customer experience, and operational efficiency.

• Demand and Change Coordination

Support the review and coordination of new demand, service requests, service recipient initiatives, and operational changes that fall outside normal business-as-usual activities. Facilitate alignment between Service Recipients and Service Providers regarding priorities, resource requirements, readiness, delivery status, and operational impacts.

• Stakeholder and Escalation Management

Establish and maintain effective working relationships with Service Recipients, Service Providers, and key technology stakeholders. Serve as the central point of contact for service-related enquiries, investigations, audits, reviews, escalations, and communications, ensuring concerns are addressed promptly and appropriately.

• Knowledge and Service Management

Promote effective service management practices and ensure operational knowledge, documentation, policies, standards, stakeholder information, and service-related artefacts are maintained, communicated, and continuously improved. Support compliance with applicable policies, standards, and operational requirements while facilitating audit readiness and knowledge sharing across teams.

• Continuous Improvement and Operational Excellence

Contribute to initiatives that improve service quality, operational efficiency, compliance, reporting, governance effectiveness, and stakeholder experience. Identify opportunities to simplify processes, reduce recurring issues, increase service reliability, and enhance the effectiveness of service delivery across Group IT Operations.

Job Requirements:

Experience:

• 5+ years experience supporting large enterprise technology Service Delivery functions.

• Experience running service reviews, operational performance updates, governance forums, action tracking and stakeholder reporting.

• Practical experience across ITSM disciplines, including incident, problem, change, service level, capacity, availability and escalation management.

• Understanding of IT operating models, service management practices and operational governance.

• Experience applying ITSM practices in a large, multi-site or regional enterprise environment.

• Experience working in complex technology delivery teams within a large enterprise environment.

• Proficient in Microsoft 365 and ServiceNow; familiarity with Power BI, Power Platform or other reporting / automation tools preferred

Qualifications:

• Required: ITIL v4

• Preferred: COBIT, Lean Six Sigma, PRINCE2, PMP or equivalent service management / governance certification

Characteristics:

• Independent judgement, ownership and decision-making

• Strong stakeholder management, communication and escalation-handling skills

• Ability to manage multiple priorities and remain flexible, collaborative and outcome-focused

• Analytical mindset with the ability to simplify complex service issues and present clear recommendations

• Self-starter who can operate with autonomy in a complex enterprise environment