What Jobs are available for Customer Facing in Wimbledon?

We are a dynamic UK-based technology company that is fundamentally changing the way international logistics operates. We’ve built deep credibility in the supply chain, partnering with more than 60 global leaders to eliminate manual processes, unify fragmented systems, and unlock intelligence at scale. Along the way, we’ve raised over $45M from Bessemer Venture Partners and Eight Roads to accelerate this mission.

With the launch of our next-generation agentic platform, we’re doubling down on our supply chain roots while laying the groundwork to expand into new industries. Designed to handle messy data, fragmented systems, and people-intensive workflows, our platform is already proving its versatility. Customers in finance demonstrate how these same capabilities translate seamlessly into finance, insurance, and beyond, validating our vision of Raft as the enterprise AI platform that can scale across industries.

As we continue to grow, we’re looking for a Customer-Facing Technical Program Manager — part Technical Program Owner, part Forward Deployed Engineer who can work directly with enterprise customers to implement, debug, and optimize AI-driven solutions. This is great for someone who thrives in ambiguity and excels at driving forward momentum across multiple stakeholders.

This person is a hands-on problem solver, a connector of people and context, and a translator between technical and business worlds. You’ll work directly with enterprise customers and internal teams to deliver short-cycle, high-impact initiatives, coordinating engineers, aligning priorities, and ensuring successful outcomes in dynamic environments. You’ll engage deeply with customer engineering teams to ensure successful deployments, troubleshoot integration issues, and creatively build solutions using our platform and existing toolsets.

This isn’t a process-heavy PM role. It’s about situational leadership, creativity, influence, and execution. This is a high-impact, customer-facing technical role,  ideal for someone who loves working close to real users, enjoys solving ambiguous problems, and thrives in a fast-moving environment where AI is applied in the real world.

Drive Complex, Fast-Moving Programs

• Coordinate multiple workstreams with internal engineers, data scientists, and external customer teams.
• Keep everyone aligned — proactively communicate updates, risks, and next steps across functions and time zones.
• Unblock issues quickly by finding creative paths forward using the tools, people, and information available.
• Lead short-term technical projects to deploy and integrate our AI platform within enterprise environments.
• Debug and troubleshoot customer issues in real time — from data ingestion to model inference and API integrations.
• Rapidly prototype or configure creative solutions using our existing tools, SDKs, and APIs.
• Collaborate with Product and Engineering to identify feature gaps and influence roadmap priorities based on field learnings.

Customer Engagement

• Serve as the technical point of contact during deployment or pilot phases.
• Translate customer objectives into actionable, time-bound technical plans.
• Deliver technical clarity and confidence during high-stakes customer engagements.

Be a Creative Problem Solver

• Dive into technical details when needed: debug integrations, validate data flows, test features, and write clear engineering tickets or documentation.
• Use existing APIs, scripts, and workflows to prototype or patch together practical solutions.
• Continuously apply AI tools (e.g., for summarization, debugging, code generation, documentation, or workflow automation) to move faster and smarter.

Influence Without Authority

• Build credibility through competence and calm under pressure.
• Use soft power to align internal and external stakeholders — whether convincing a customer to adjust scope or persuading an engineering team to re-prioritize.
• Frame trade-offs clearly and help everyone focus on what drives the greatest value fastest.

• 5+ years of experience in Technical Program Management, Forward Deployed Engineering, or Customer Engineering roles in SaaS or AI-related companies.
• Deep comfort operating across technical and non-technical domains; ability to talk APIs one minute and business impact the next.
• Strong debugging and troubleshooting instincts — you don’t stop at identifying a problem; you help find or prototype a fix.
• Exceptional communication and stakeholder management skills — written, verbal, and async.
• Proven ability to influence, negotiate scope, and align teams in high-stakes, fast-moving environments.
• Daily use of AI tools in your workflow; ideally, you’re AI-native — comfortable prompting, automating, and leveraging models creatively.

Nice-to-Haves

• Familiarity with AI/ML concepts, data pipelines, or enterprise integrations.
• Experience with Python, SQL, or scripting for light debugging or validation tasks.
• Exposure to high-growth Series A–C environments or enterprise deployment programs.

• Operate at the heart of technology strategy in a cutting-edge enterprise AI company.
• Gain exposure to the inner workings of a high-growth startup and help shape its scaling journey.
• Partner closely with senior leadership, including the CTO, CEO, and executive team.
• Build systems and processes that have a lasting impact on the company’s trajectory.
• Work in a high-energy, collaborative, and multicultural environment.

Service Delivery Manager (Anaplan Managed Service)

Role Opportunity

We are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high-quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region.

This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption.

We put the customer at the centre of what we do and enabled by a tremendously powerful connected planning platform in Anaplan, we seek to enable our customers to improve decision-making by gaining transparency and visibility through business-owned models and turning response time into real-time, to make better decisions to enhance their businesses.

This is a fantastic opportunity for someone who enjoys building relationships and is passionate in helping customers optimise the value they get from their Anaplan environment.

Please note: This is not an IT service desk role. It requires close engagement with business stakeholders, consultants, and platform teams to ensure customers realise the full business value of their Anaplan investment through effective adoption, optimisation, and ongoing support.

Reports to: Head of Managed Services/Care

Location: Hybrid – mixture of remote working and travelling to customer site approx. x2 days per week

Direct Reports: N/A

Package: TBA

Job Description

You will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Acting as the primary advocate for our customers, you will ensure they achieve the best possible return on their investment.

Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and are well-positioned for renewal.

Accountabilities and KPIs

Reporting to our Head of Managed Services/Care, you will take the lead in ensuring our customers are availing of our services.

Responsibilities & Accountabilities:

Customer Relationship & Stakeholder Management

• Act as the primary point of contact between the customer and the managed service team.
• Quickly establish close relationships with key customer stakeholders, understanding their current service requirements and building out a service plan to support in value realisation and service expansion.
• Conduct regular service reviews with the customer to discuss performance, improvements, and upcoming requirements.
• Gather and translate business needs into actionable enhancements, business critical updates and new Anaplan models .
• Manage escalations , ensuring critical issues are addressed promptly and keeping the customer informed of resolutions.

Service Management & Operations

• Ensure that service delivery aligns with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) .
• Oversee the incident management , problem resolution , and change management processes related to Anaplan support.
• Monitor ticket trends , identifying recurring issues and ensuring proactive resolution to reduce future incidents.

Financial & Commercial Management

• Track service consumption against contracts and ensure service delivery remains within agreed budgets.
• Identify and propose upsell or additional service opportunities .
• Assist in contract renewals and service scope discussions with customers.

Collaboration & Coordination

• Coordinate with the Managed Service support team , ensuring workloads are balanced and high-priority issues are addressed promptly.
• Collaborate with our technical consultants to implement system improvements and new features.

Governance & Reporting

• Maintain service performance reports , highlighting trends, SLAs, and areas for improvement.
• Provide quarterly or monthly service reports , presenting insights on ticket volumes and themes, response times, lessons learnt, opportunities for improvements.
• Understand and apply the processes and structures that ensure the smooth running of the Managed Service customer support experience.

Key Pre-requisites

Essential:

Minimum 3 Years experience in Service Delivery Management within a Managed Services or SaaS environment, with a proven track record of owning complex customer portfolios and delivering high-impact service outcomes.

Experience managing a portfolio of mid-to-large enterprise customers, ideally across multiple industries, with a focus on SaaS or platform adoption, value realisation, and long-term service delivery success.

Demonstrated ability to build and maintain strong, strategic customer relationships, acting as a trusted advisor to senior stakeholders and driving customer satisfaction, retention, and long-term engagement.

Knowledge of ITIL processes within the service operation and transition layers.

Ability to analyse service performance metrics and drive continuous improvements.

Excellent communication, stakeholder management and governance skills, with experience leading service reviews, handling escalations, and working cross-functionally.

Desirable:

Conversational knowledge of Anaplan , including model maintenance and best practices

Anaplan certification (Model Builder) is a plus.

Strong leadership skills, with the ability to manage and mentor technical teams.

Experience with automation tools and process optimisation in a cloud-based environment.

Company policy statement

Please note the company’s preferred selection method is to use a combination of interviews and by inviting potential candidates to one of our assessment centres. Please further note that to protect the company’s legitimate business interests, and the interests and wellbeing of current staff, the company reserves the right to lawfully undertake proportionate pre-employment checks and ongoing diligence both before the commencement of your employment and periodically during your employment.

Service Delivery Manager (Anaplan Managed Service)

Role Opportunity

We are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high-quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region.

This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption.

We put the customer at the centre of what we do and enabled by a tremendously powerful connected planning platform in Anaplan, we seek to enable our customers to improve decision-making by gaining transparency and visibility through business-owned models and turning response time into real-time, to make better decisions to enhance their businesses.

This is a fantastic opportunity for someone who enjoys building relationships and is passionate in helping customers optimise the value they get from their Anaplan environment.

Please note: This is not an IT service desk role. It requires close engagement with business stakeholders, consultants, and platform teams to ensure customers realise the full business value of their Anaplan investment through effective adoption, optimisation, and ongoing support.

Reports to: Head of Managed Services/Care

Location: Hybrid – mixture of remote working and travelling to customer site approx. x2 days per week

Direct Reports: N/A

Package: TBA

Job Description

You will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Acting as the primary advocate for our customers, you will ensure they achieve the best possible return on their investment.

Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and are well-positioned for renewal.

Accountabilities and KPIs

Reporting to our Head of Managed Services/Care, you will take the lead in ensuring our customers are availing of our services.

Responsibilities & Accountabilities:

Customer Relationship & Stakeholder Management

• Act as the primary point of contact between the customer and the managed service team.
• Quickly establish close relationships with key customer stakeholders, understanding their current service requirements and building out a service plan to support in value realisation and service expansion.
• Conduct regular service reviews with the customer to discuss performance, improvements, and upcoming requirements.
• Gather and translate business needs into actionable enhancements, business critical updates and new Anaplan models .
• Manage escalations , ensuring critical issues are addressed promptly and keeping the customer informed of resolutions.

Service Management & Operations

• Ensure that service delivery aligns with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) .
• Oversee the incident management , problem resolution , and change management processes related to Anaplan support.
• Monitor ticket trends , identifying recurring issues and ensuring proactive resolution to reduce future incidents.

Financial & Commercial Management

• Track service consumption against contracts and ensure service delivery remains within agreed budgets.
• Identify and propose upsell or additional service opportunities .
• Assist in contract renewals and service scope discussions with customers.

Collaboration & Coordination

• Coordinate with the Managed Service support team , ensuring workloads are balanced and high-priority issues are addressed promptly.
• Collaborate with our technical consultants to implement system improvements and new features.

Governance & Reporting

• Maintain service performance reports , highlighting trends, SLAs, and areas for improvement.
• Provide quarterly or monthly service reports , presenting insights on ticket volumes and themes, response times, lessons learnt, opportunities for improvements.
• Understand and apply the processes and structures that ensure the smooth running of the Managed Service customer support experience.

Key Pre-requisites

Essential:

Minimum 3 Years experience in Service Delivery Management within a Managed Services or SaaS environment, with a proven track record of owning complex customer portfolios and delivering high-impact service outcomes.

Experience managing a portfolio of mid-to-large enterprise customers, ideally across multiple industries, with a focus on SaaS or platform adoption, value realisation, and long-term service delivery success.

Demonstrated ability to build and maintain strong, strategic customer relationships, acting as a trusted advisor to senior stakeholders and driving customer satisfaction, retention, and long-term engagement.

Knowledge of ITIL processes within the service operation and transition layers.

Ability to analyse service performance metrics and drive continuous improvements.

Excellent communication, stakeholder management and governance skills, with experience leading service reviews, handling escalations, and working cross-functionally.

Desirable:

Conversational knowledge of Anaplan , including model maintenance and best practices

Anaplan certification (Model Builder) is a plus.

Strong leadership skills, with the ability to manage and mentor technical teams.

Experience with automation tools and process optimisation in a cloud-based environment.

Company policy statement

Please note the company’s preferred selection method is to use a combination of interviews and by inviting potential candidates to one of our assessment centres. Please further note that to protect the company’s legitimate business interests, and the interests and wellbeing of current staff, the company reserves the right to lawfully undertake proportionate pre-employment checks and ongoing diligence both before the commencement of your employment and periodically during your employment.

Service Delivery Manager – London  

Job Title: Service Delivery

Location: London 

Job Type: Full-Time 

Job Summary:  

We are looking for a dynamic and results-oriented IT Service Delivery Manager with a proven track record of successfully overseeing the delivery of high-quality IT services and solutions.

Seeking a challenging role where you can leverage your leadership skills, technical expertise, and strategic mindset to drive operational excellence, optimize service delivery processes, and exceed client expectations in a dynamic and fast-paced environment.

What will your day to day look like?  

Service Management:

• Monitoring and coordinating IT service desk functions to ensure optimal service for our clients.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for root cause analysis
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Managing clients

• Hold monthly, quarterly, and biannual reviews with key stakeholders.

• Run reports to measure success against client KPI’s and SLA’s and analyse data to inform Quarterly Business Reviews (QBR) and Service Reviews
• Create and run ad-hoc reports to provide client status information for QBRs. Eg Windows Updates
• Continuously deliver reporting improvements, minimising manual effort and maximising the use of reporting tools
• Create high quality client facing reports and deliver them to key stake holders

Efficiencies

• Support Team Leaders to do weekly ticket quality checks, addressing required small improvements with the Engineers and raising bigger issues and recurrent problems with the Team Leaders
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
• Identify recurrent tickets and assist in minimizing their frequency.
• Continually monitor the information held on clients in ITGlue (ITG) and highlight missing information.

Requirements

To be successful in your role you must have:

·    A minimum of 3 years of MSP experience & service delivery experience.

·    ITIL Qualified   

·    Strong customer service skills

·    Be able to present to external clients

Benefits

What we offer  

23 Days + birthday off  

BUPA Cash Plan 

50% Flexible working  

Work from Home Allowance  

Charity days off (2 days a year)  

Training by professional and courses funded.  

3 Social events a year  

About Us   

T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimize day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it. 

Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications. 

At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech: 

Service Centric- We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile. 

United- We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging, and supporting. 

High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve. 

We are Agile…in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience. 

We’re Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and more recently, Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over 100 million transactions in 13 countries and continuing to expand globally, we’re proud to move more people through better payment experiences.

Our Littlepay values are:

• Trust and be trustworthy
• Embrace challenge
• Solve problems, together
• Deliver with speed and agility
• Be candid and kind

We’re looking for a hands-on Service Delivery Manager to ensure the service desk meets or exceeds its SLAs, contributing to company objectives by providing excellent customer service and minimising the impact of incidents and service disruptions on customers. This role is suitable for a technical individual who is looking to grow their existing team leadership skills.

Reporting to the Global Head of Operations, the hands-on Service Delivery Manager will:

• Assist in setting the strategic direction for the service delivery team, developing and implementing service delivery strategies and aligning them with the company's overall goals
• Manage the day-to-day operations of the service desk
• Develop, implement, and continuously improve service desk processes and procedures, with a focus on increased automation and tooling
• Manage and develop the service desk team, currently a small team of L1 and L2 analysts
• Monitor and track the performance of the service desk
• Understand complex technical challenges and collaborate internally and externally to resolve
• Work with other teams to resolve incidents and service disruptions
• Manage SLAs and ensure that services meet customer expectations
• Participate in the design and implementation of monitoring and alerting systems
• Monitor for and respond to incidents and service disruptions
• Analyse monitoring data to identify trends and patterns
• Continuously improve the monitoring and alerting capabilities of the service desk

Requirements

Ideally, you’ll have:

• 3-5 years experience as a senior support analyst or team leader working in a complex IT support role, ideally in a cloud-based transactional management environment such as financial systems
• Experience with monitoring and alerting of environments using multiple micro-services, APIs, databases and messaging systems hosted in a secure cloud based environment
• Possess a proven track record of leading and managing a small team of support analysts, effectively delegating tasks, providing ongoing training and support, and fostering a collaborative and productive team environment.
• Experience collaboratively solving problems with multiple stakeholders via a a variety of interfaces to customers, merchants, devices and payment gateways
• Demonstrated expertise in measuring and analysing service delivery performance to identify areas for improvement.
• Proven ability to lead and implement process improvement initiatives, driving continuous improvement in service delivery efficiency and effectiveness
• ITIL certification (highly desirable)
• A Bachelor's degree in a related field, such as Business Administration, Information Systems, or Computer Science (preferred but not required)

If you’ve been shortlisted for the role, you’ll first have a chat with our Talent team, who will set up an interview if the stars align. A short workplace preferences questionnaire will also be sent to help us learn more about the way you prefer to work. Following a successful first interview, you’ll meet with a second set of Littlepay folks, and be invited to participate in the final stage before being presented with an offer.

If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don’t hesitate to let us know. Additionally, if you don’t meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don’t), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve!

Ultimately, being part of our small but mighty team means you'll have the opportunity to learn about micropayments, and have a hand in the provision of services that impact millions of people. You’ll help us deliver on our revolutionary product roadmap and help scale our platform as we continue to expand across the globe.

Benefits

We love to look after our people. At Littlepay, you'll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work.

You’ll have access to:

• A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively
• Paid professional development (including conferences, courses, learning subscriptions, etc.)
• Harrison Assessments - our talent management provider that facilitates continuous professional development
• A variety of flexible leave options (including annual, personal, volunteer, parental, grandparental, gender affirmation, and more)
• A company-wide paid day off
• Flexible (hybrid) working conditions
• Health insurance via our provider Vitality
• UK pension additional contribution split
• Wellbeing support- including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP program (Australia)
• Our generous employee referral program
• Mid-year, quarterly, and end-of-year corporate and team events and workshops
• A work from home remote set up allowance
• Short-term remote working arrangements
• International travel opportunities (dependent on role)

You'll be part of an inclusive and diverse team who celebrates the differences and unique gifts we each bring to work, and be able to take up the numerous other benefits that working at Littlepay affords you, including having access to the eclectic and vibrant culture that Shoreditch is known for.

If this opportunity interests you, hit apply! We look forward to learning about you.

Littlepay are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

dnata Catering UK is the world’s largest inflight caterer. Now spanning more than 60 global locations, we continue to invest in growing our business through technology, new facilities and acquisitions. We’re growing where our customers want us to.

Our Shift Manger will pro-actively manage the daily operation, with responsibility for the delivery of safety cost, quality, compliance and people KPIs – in line with company, legal and airline standards. To be actively involved and maintain an effective and productive team which focuses achievement on results and develops and sustains effective customer relationships.

Key Responsibilities of a Shit Manager:

• Highly motivated and driven in maintaining the highest standards in quality, food safety, HACCP and Health & Safety.
• Pro-actively investigating all accidents/incidents/delays to determine the root cause and put in place the appropriate solutions to eradicate further reoccurrences.
• To ensure work is completed according to daily work schedule and all costs are within agreed targets and any issues escalated to Operations Manager when necessary.
• Work in collaboration with Shift Supervisor to ensure that rosters, work schedules and teams are managed effectively and in a fair and transparent method.
• Ensure all material and product and related costs are allocated and effectively managed within budget and to deadlines.
• Able to manage targets and ability to demonstrate their impact on business performance. Championing change initiatives and improvements with OPS Ex
• Ensure standards of external and internal customer service are met and use of effective pro-active commutation with all internal and external key stakeholders is maintained.
• Adhering to all Legislation, Company Policy and Compliance standards are met.
• Providing Leadership, coaching and training to the team and dealing with any employee relations issues according to Company policy.

What do we need from you?

• Problem solving skills.
• Experience within the transport sector or logistics.
• Stakeholder management.
• Computer literate - Microsoft Outlook, Word and Excel
• Evidenced people management experience e.g. dealing with performance issues, holidays, rosters and absence management
• An understanding of cost and control management
• Attention to detail and accuracy
• Good organisation skills and flexibility

Finally, what's in it for you?

• An opportunity to be part of a global family.
• Free breakfast, lunch and dinner on site
• Free tea and coffee whilst on shift
• £60 towards both, dental and optical cover through our Simply health Cash Plan
• £150 if you Refer a Friend
• Discounted gym membership at over 2000 gyms nationwide
• Cycle to Work Scheme
• Opportunity to enhance your learning through our inhouse apprenticeship programme
• Access to our Employee Assistance Programme (EAP) which offers counselling

If you believe your skills and experience align with what we're looking for, we encourage you to apply — we’d love to hear from you!

dnata Catering UK is the world’s largest inflight caterer. Now spanning more than 60 global locations, we continue to invest in growing our business through technology, new facilities and acquisitions. We’re growing where our customers want us to.

Our Shift Manger will pro-actively manage the daily operation, with responsibility for the delivery of safety cost, quality, compliance and people KPIs – in line with company, legal and airline standards. To be actively involved and maintain an effective and productive team which focuses achievement on results and develops and sustains effective customer relationships.

Key Responsibilities of a Shit Manager:

• Highly motivated and driven in maintaining the highest standards in quality, food safety, HACCP and Health & Safety.
• Pro-actively investigating all accidents/incidents/delays to determine the root cause and put in place the appropriate solutions to eradicate further reoccurrences.
• To ensure work is completed according to daily work schedule and all costs are within agreed targets and any issues escalated to Operations Manager when necessary.
• Work in collaboration with Shift Supervisor to ensure that rosters, work schedules and teams are managed effectively and in a fair and transparent method.
• Ensure all material and product and related costs are allocated and effectively managed within budget and to deadlines.
• Able to manage targets and ability to demonstrate their impact on business performance. Championing change initiatives and improvements with OPS Ex
• Ensure standards of external and internal customer service are met and use of effective pro-active commutation with all internal and external key stakeholders is maintained.
• Adhering to all Legislation, Company Policy and Compliance standards are met.
• Providing Leadership, coaching and training to the team and dealing with any employee relations issues according to Company policy.

What do we need from you?

• Problem solving skills.
• Experience within the transport sector or logistics.
• Stakeholder management.
• Computer literate - Microsoft Outlook, Word and Excel
• Evidenced people management experience e.g. dealing with performance issues, holidays, rosters and absence management
• An understanding of cost and control management
• Attention to detail and accuracy
• Good organisation skills and flexibility

Finally, what's in it for you?

• An opportunity to be part of a global family.
• Free breakfast, lunch and dinner on site
• Free tea and coffee whilst on shift
• £60 towards both, dental and optical cover through our Simply health Cash Plan
• £150 if you Refer a Friend
• Discounted gym membership at over 2000 gyms nationwide
• Cycle to Work Scheme
• Opportunity to enhance your learning through our inhouse apprenticeship programme
• Access to our Employee Assistance Programme (EAP) which offers counselling

If you believe your skills and experience align with what we're looking for, we encourage you to apply — we’d love to hear from you!

The Service Delivery Manager (SDM) at Teceze is responsible for managing and ensuring the successful delivery of IT Infrastructure, End-User Computing (EUC), and large staffing engagements across multiple regions.

This role is pivotal in maintaining service quality, operational consistency, and client satisfaction , while overseeing high-value projects, managing global teams, and driving process standardisation through SOP (Standard Operating Procedure) creation and governance .

You will act as a bridge between clients, internal delivery teams, and senior leadership — ensuring every engagement meets defined SLAs, KPIs, and business outcomes .

Key Responsibilities

1. Service Delivery Management

• Oversee and coordinate the global delivery of IT infrastructure and EUC services across multiple client accounts.
• Ensure service delivery meets contractual SLAs, KPIs, and quality standards.
• Manage incident, problem, and change management processes in line with ITIL best practices.
• Implement proactive monitoring, reporting, and escalation mechanisms for global operations.
• Maintain high service availability, reliability, and client satisfaction scores (CSAT / NPS).
• Conduct regular service reviews with clients and internal leadership.

2. Project & Program Oversight

• Manage and deliver high-value infrastructure and EUC transformation projects (e.g. migrations, rollouts, cloud transitions, hardware refresh, or EUC modernization).
• Work closely with Project Managers, Architects, and Delivery Leads to ensure milestones, budgets, and timelines are met.
• Identify project risks and implement mitigation strategies.
• Oversee resource allocation, scheduling, and dependency management across global teams.
• Provide governance and executive-level visibility into ongoing project health and delivery outcomes.

3. Staffing & Resource Engagements

• Lead and manage large staffing operations (permanent, contract, and project-based staffing) for global clients.
• Collaborate with talent acquisition and HR for workforce planning, onboarding, and utilization.
• Monitor deployment, productivity, and performance of on-site and offshore teams.
• Drive optimization of staffing costs and bench management strategies.

4. SOPs, Process Design & Continuous Improvement

• Develop, document, and maintain Standard Operating Procedures (SOPs) for all delivery functions, including:
• Incident / Problem / Change management
• Request fulfilment and escalation
• Service reporting, risk management, and client communication
• Staffing engagement and onboarding/offboarding
• Ensure all processes adhere to ITIL, ISO, and Teceze’s governance frameworks.
• Drive automation, process simplification, and continuous improvement across service lines.
• Conduct regular audits to ensure process adherence and identify improvement areas.

5. Client & Stakeholder Management

• Serve as a primary point of contact for operational escalations, client satisfaction, and delivery alignment.
• Build and nurture trusted relationships with client stakeholders and partners.
• Participate in quarterly business reviews (QBRs) and service improvement planning.
• Work closely with account management and pre-sales teams to ensure service continuity and contract renewals.
• Escalate issues and risks proactively, providing solutions and corrective action plans.

6. Team Leadership & Global Collaboration

• Lead geographically dispersed delivery and support teams (onshore / offshore).
• Coach and mentor Team Leads and Engineers to achieve performance excellence.
• Promote a culture of accountability, teamwork, and customer-centric service.
• Align teams with organisational goals, KPIs, and compliance standards.
• Drive collaboration between technical, delivery, and operational functions across time zones.

7. Financial & Operational Governance

• Track and report on delivery costs, utilization, project margins, and profitability.
• Work with finance to manage budgets, forecasts, and resource costs.
• Identify and execute opportunities for cost optimization and efficiency improvements.
• Ensure contractual compliance and commercial integrity in all engagements.

Key Deliverables

• SLA and KPI compliance across all client accounts
• Documented and implemented SOPs for all delivery operations
• Consistent CSAT >90% and high client retention
• Timely, within-budget completion of all assigned infrastructure/EUC projects
• Measurable cost savings through process improvement and resource optimization
• Regular QBR reports and operational dashboards

#teceze #itservices