Service Delivery Manager (SaaS)

Hybrid (flexible - no set requirements)

Glasgow or Edinburgh

Up to £65k + benefits (private healthcare, bonus, extended holidays)

Lorien's client, a fast-growing SaaS company, are currently looking for a Service Delivery Manager to join their dynamic team and help develop their Service Delivery Function from scratch.

This role will be at the beating heart of their organisation, dealing directly with a portfolio of their biggest and most valuable customers, including many well-known financial services companies. The successful candidate will need to fully understand the best practices to follow, utilising ITL Service Management and utilising their existing experience and technical understanding to converse technically whilst holding commercial awareness.

As a founding member of this function, there is an opportunity for career growth as the team expands, offering an exciting prospect for an experienced Service Delivery Manager who may be interested in exploring a new opportunity.

Key Responsibilities:

• Cultivate and sustain strong client relationships by actively monitoring the performance of support and SaaS services, ensuring they meet agreed-upon capacity and SLAs. Maintain high standards in incident management, change management, problem management, and root cause analysis.
• You will be tasked with preparing, presenting, and discussing reports on service performance, capacity, and SLA adherence. Use trend analysis from these reports to collaborate with the Infrastructure & Support team to enhance services.
• Ensure a seamless transition of projects from implementation to support by engaging in the handover process, making sure the Application Support team, Cloud Operations team, and clients are ready for regular operations.
• Keep business policies and processes current and ensure compliance. Identify risks and issues, and work with internal teams, including sales, product engineering, infrastructure, and support, to drive continuous improvement.

Essential Experience:

• Supporting a portfolio of customers as a service management professional, not acting as a liaison but operating to a high-level, resolving client issues, answering critical queries and handling escalations with strong personal ownership.
• Good understanding of IT services with an ability to converse with technical and non-technical stakeholders.
• Strong commercial awareness - holding an understanding of commercial contracts, SLAs and sensitivity.
• Understanding of ITIL.

Desirable Experience (beneficial but not essential):

Developing or growing a Service Delivery function, introducing new processes/structures.

Working with a financial services client, understanding their language and way of working.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.