[Hiring] Service Delivery Manager @Reed

Role Description

The Service Delivery Manager is responsible for ensuring the successful delivery, performance, governance and continual improvement of digital services provided through third-party suppliers and managed service partners.

The role will operate close to customers and operational stakeholders, acting as the primary owner of service outcomes across live digital services. Working within a multi-supplier environment, the Service Delivery Manager will coordinate internal teams and external providers to deliver seamless, reliable, secure and customer-focused services that meet business needs and contractual obligations.

A key element of the role will be providing strategic digital supplier management and service integration across the digital services portfolio. This includes ensuring supplier performance, service quality, value for money, information security, compliance, contractual governance and service continuity are effectively managed throughout the service lifecycle.

Just some of your day-to-day responsibilities will include:

• Hold suppliers accountable for contractual commitments, service performance and delivery outcomes.
• Act as the primary relationship owner for strategic digital suppliers and managed service providers.
• Ensure end-to-end service accountability across third-party suppliers and internal teams.
• Ensure digital suppliers operate services in accordance with organisational security standards and regulatory requirements.
• Lead service implementation and transition activities for new supplier services, upgrades and supplier changes.
• Own service lifecycle planning, ensuring services remain fit for purpose, commercially viable and operationally effective.
• Coordinate multiple suppliers where required, acting as the service integrator to ensure effective end-to-end delivery.
• Own service performance reporting and service health monitoring.
• Drive root cause analysis and continual service improvement activities to reduce service risk and improve performance.
• Lead service governance forums and provide clear performance reporting to senior stakeholders.
• Manage service budgets, supplier spend and contract financial performance.
• Identify opportunities for service optimisation and cost efficiency while maintaining service quality and resilience.
• Own and maintain service improvement roadmaps and Continual Service Improvement (CSI) backlogs.
• Drive a culture of data-led decision making and continuous improvement across suppliers and stakeholders.

Qualifications

• Significant experience managing digital suppliers across complex digital services.
• Proven experience of strategic supplier management and contract governance.
• Strong understanding of ITIL service management principles and practices.
• Experience leading major incident management, service governance and continual service improvement activities.
• Experience managing technology suppliers providing cloud, SaaS, infrastructure or business-critical digital services.
• Strong understanding of service performance measurement, reporting and KPI management.
• Experience of balancing customer needs, commercial objectives and operational risk.
• Excellent stakeholder management and communication skills across technical and non-technical audiences.

Requirements

• Strong understanding of digital supplier governance, contract management and service integration practices.
• Knowledge of information security, data protection and risk management principles.
• Experience of managing service risks, dependencies and business continuity considerations.
• Ability to analyse complex performance information and present clear recommendations to senior stakeholders.
• Experience of driving service improvements through evidence-based decision making.
• Strong commercial awareness with understanding of budgeting, cost management and supplier value assessment.
• Experience working with cloud-based and outsourced service delivery models.
• Demonstrable ability to lead cross-functional collaboration across suppliers, operational teams and business stakeholders.
• A minimum of 2 A-Levels or an equivalent Level 3 Diploma.
• GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification). OR achievement of a Level 2 in Literacy Assessment at interview stage OR International Equivalents.

Benefits

• A generous base salary (pro-rata for part time), and great flexibility with your working schedule.
• Training, development and progression opportunities.
• 25 days annual leave (pro-rata for part time) plus statutory bank holidays.
• Reed Pension Scheme.
• Award Winning Management & Leadership training.
• Professional & Personal Development Funds.
• Bi-annual pay reviews.
• Plus much more that can be found on our website.