eCommerce Applications Service Delivery Manager (mid level) – client facing – London

eCommerce Service Management – ITIL/Managed Services Customer Support

Delivering to retail clients IT services that are based on ITIL and ITSMF principles. As a Service Delivery Manager (SDM) you will be responsible for the definition and delivery of on-going IT Services to clients for the operation of their IT solutions. The SDM is responsible for the range of services defined in our service catalogue and the delivery of these services within the SLAs for each client.

You will play a vital role acting as the primary point of contact for the customer post and organises the way our support teams deliver the managed services. The SDM will be responsible for identifying and influencing our resources to address customer satisfaction and risk/opportunity within the customer base. This includes: service management, incident and change management, event management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Client engagement:

  • Take ownership of all direct communication with the customer and resolve escalations.
  • Collaborate effectively with internal and external colleagues to build a first-class customer relationship.
  • Uncover and recognise any risks that threaten customer satisfaction or renewal; execute mitigation plans for all risks
  • Work closely with the Account Management team to identify, develop, and realise new opportunities.

Service Delivery:

  • Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of client s IT Operation
  • Ensure appropriate OLAs/SLAs in place to support any services
  • Analyse and review actual service performance against SLAs and OLAs
  • Provide regular reports on service performance and achievement to clients
  • Successful service delivery based on SLA achievement and high levels of customer satisfaction

Experience & Skills Required:

  • Experience working in ITIL environment
  • Must be commercially aware
  • Ability to work independently and as part of team in a Matrix organization
  • Capable of working in a fast-paced and dynamic environment in a growing company


  • A passion for e-commerce
  • Knowledge of Agile methodology

If you’re interested in this opportunity, please email your latest CV, or call James for more information. (see below).

Staffworx Limited are a UK based recruitment consultancy supporting the global E-commerce, software & consulting sectors.

Staffworx operate a referral scheme of £500 or new iPad for each successfully referred candidate, if you know of someone suitable please forward for consideration

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