About AbsoluteLabs:
AbsoluteLabs is looking for an experienced Service Delivery Manager to lead and manage client-facing technology service delivery engagements. This role will be responsible for ensuring the successful delivery of support, maintenance, enhancement, and operational services across key client accounts.
The successful candidate will act as the primary point of contact for clients, manage offshore delivery teams, oversee incident and service management processes, and ensure that client issues, tickets, bugs, and enhancement requests are resolved within agreed service levels.
This is a highly visible role requiring strong stakeholder management, service delivery expertise, and the ability to work effectively across both business and technical teams.
Experience: 8+ Years
Qualification: Degree or equivalent
Job Location: London, UK
Job Type: Full-Time
Key Responsibilities
Client Engagement & Relationship Management
- Serve as the primary contact for assigned client accounts.
- Build and maintain strong relationships with client stakeholders.
- Lead regular service reviews, governance meetings, and status updates.
- Ensure high levels of customer satisfaction and service excellence.
- Manage escalations and drive issues through to resolution.
Service Delivery Management
- Own end-to-end service delivery across client engagements.
- Ensure support tickets, incidents, service requests, and enhancements are managed effectively.
- Monitor and report on SLAs, KPIs, and service performance.
- Drive continuous service improvements and operational efficiencies.
- Coordinate service transition activities and onboarding of new projects into support.
Offshore Team Management
- Manage and coordinate offshore delivery and support teams.
- Prioritise workloads and ensure timely resolution of client issues.
- Monitor team performance and delivery quality.
- Facilitate collaboration between onshore and offshore teams.
- Ensure appropriate resource planning and utilization.
Incident, Defect & Change Management
- Oversee the resolution of production issues, defects, bugs, and system errors.
- Ensure root cause analysis and preventative measures are implemented.
- Manage change requests and enhancement delivery processes.
- Coordinate testing, deployment, and release activities.
Reporting & Governance
- Prepare service reports and executive-level updates.
- Track risks, issues, dependencies, and mitigation plans.
- Maintain service documentation, processes, and governance frameworks.
- Support audits and compliance requirements where applicable.
Required Skills & Experience
- 8+ years of experience in Technology Service Delivery, Application Support, or Managed Services.
- Lead end-to-end project delivery, ensuring scope, timelines, budget, and quality objectives are met.
- Manage project plans, risks, dependencies, and stakeholder communications to ensure successful outcomes.
- Proven experience managing client-facing service delivery engagements.
- Experience managing offshore delivery and support teams.
- Strong background in: Incident Management, Problem Management, Change Management, Service Governance, and SLA & KPI Management.
- Experience working with ticketing systems such as Jira, ServiceNow, Zendesk, or similar.
- Strong stakeholder management and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working within Agile and ITIL-based delivery models.
Preferred Skills
- Experience with Salesforce, MuleSoft, CRM platforms, or enterprise application support.
- Experience supporting digital transformation or technology consulting engagements.
- ITIL Foundation or related service management certification.
- Experience working within consulting or systems integration environments.
Why Absolutelabs
- Growth-Focused Environment: Gain hands-on experience, mentorship, and opportunities.
- Build and Lead: This is your chance to shape and lead a team.
- Collaborative Culture: We foster a creative, inclusive, and growth-oriented work environment.
- Work-Life Flexibility: Thrive in a hybrid work environment.
