Service Delivery Manager

What success looks like in this role: IT Service Delivery Manager to lead the day-to-day delivery and continuous improvement of IT services across the organisation. They will be accountable for service performance, customer experience, operational governance, supplier management and support professionals. This is a hands-on role, combining operational discipline and stakeholder engagement. Key responsibilities Own and manage end-to-end delivery of agreed IT services, ensuring consistent performance against SLAs and business expectations. Lead incident, request, and problem management practices; drive root-cause analysis and preventative actions to reduce repeat issues. Own service reporting and operational dashboards; communicate performance, risks, and improvement actions to stakeholders. Run regular service reviews with key business areas and internal technical teams; translate needs into actionable backlog and priorities. Coordinate change and release activity with relevant teams to minimise disruption and improve service stability. Develop and maintain service documentation, runbooks, support models, and knowledge articles. Champion continual service improvement (CSI) initiatives, including process optimisation, automation, and customer experience improvements. Ensure services are delivered in line with security, compliance, and governance requirements. Stakeholder & supplier management Build strong relationships with business stakeholders, act as a trusted point of contact for service performance, prioritisation, and issue resolution. Manage third-party services partners, including service reviews, escalations, contract/SLA adherence, and improvement plans. Own and maintain an effective escalation path and communications approach for major incidents and service-impacting events. Support budgeting, forecasting, and cost management for the services within scope. You will be successful in this role if you have: Skills & experience Proven experience in IT service delivery/service management roles, with accountability for operational performance and customer outcomes. Strong working knowledge of ITIL processes (incident, problem, change, request fulfilment, knowledge, and service reporting). Experience producing and presenting service performance reporting, KPIs, and improvement roadmaps. Excellent stakeholder management and communication skills, able to tailor messages from technical to non-technical audiences. Supplier/vendor management experience, including handling escalations and driving service improvements. Strong analytical and problem-solving capability, with a focus on root cause and continuous improvement. Comfortable working in a fast-paced environment with competing priorities and high service expectations. Qualifications (essential/desirable) Eligible for security clearance for airport access. Commuting distance of London Heathrow Office ITIL Foundation (or equivalent) – desirable. Experience with service management tools (e.g., ServiceNow) – desirable. Change delivery experience – beneficial #LI-MD1 Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here .