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
