Service Delivery Manager

Job Title: Service Delivery Manager
Location: Edinburgh, UK (3 days on-site per week)
Contract Duration: 12 months
Rate: £650-700/day (Inside IR35)
Start Date: January 2025 (Second week)

We are seeking a highly experienced and driven Service Delivery Manager to join a strategic engagement with high visibility. This role will require strong leadership and delivery management skills to oversee a complex program, working closely with senior stakeholders and leading a global team across infrastructure support, application development, and technical operations. The successful candidate will have a blend of technical expertise, program management experience, and a deep understanding of service management practices. You will be responsible for managing key decisions, risk management, and ensuring the smooth delivery of high-impact projects.

• Program Management: Lead and manage the daily program life cycle, ensuring governance and alignment with business objectives.
• Stakeholder Engagement: Work closely with senior stakeholders, including CXOs, to influence decision-making and ensure program objectives align with strategic goals.
• Leadership: Manage multidisciplinary teams, including infrastructure support and application development, fostering collaboration and guiding teams to deliver high-quality results.
• Project Delivery: Plan and monitor project progress, ensuring seamless delivery of projects in infrastructure and development. Manage dependencies and resource allocation across multiple projects.
• Business Development: Identify new business opportunities, contribute to business development, and propose solutions that enhance service delivery.
• Risk & Budget Management: Oversee the program's budget, manage risks, and address issues with corrective actions.
• Continuous Improvement: Drive continuous service improvement initiatives, focusing on operational efficiency and customer satisfaction.
• Communication: Ensure clear and effective communication across all levels of the organization, reporting to leadership teams and managing stakeholder expectations.

• Experience: Minimum of 15 years in IT, with a focus on Application Development Management and IT Infrastructure Services.
• Technical Expertise: Deep knowledge of Service Management, particularly ITIL/ISO 20000; experience managing large support teams, especially Service Desk Engineers.
• Program and Delivery Management: Proven track record of driving complex programs and projects, with expertise in Program Planning, Governance, Risk Management, Budgeting, and Resource Allocation.
• Leadership: Strong leadership skills, with experience in managing and mentoring multidisciplinary teams and working with senior leadership.
• Service Management: Strong background in Service Level Management, Continuous Service Improvement, and operational governance.
• Hands-on Experience: Ability to engage in coding and code reviews (as needed), particularly in infrastructure and development projects.
• Stakeholder Management: Experience working with senior stakeholders and CXOs, with excellent communication and influencing skills.
• Tools & Methodologies: Familiarity with program management tools and methodologies, including Agile and Waterfall.

• Strong verbal and written communication skills, with the ability to lead discussions and drive outcomes with cross-functional teams and stakeholders.
• Ability to engage with and influence C-suite executives, ensuring alignment between business needs and technology solutions.
• Proven track record of delivering complex projects on time and within budget.
• Collaborative team player with the ability to guide teams towards successful outcomes.
• Proactive problem solver with a deep technical understanding and the ability to advise on operational challenges.

Interested candidates are invited to apply with their CV or message us directly for more information.