Service Delivery Manager

TL;DR

Service Delivery Manager (IT Service Management): Managing operational performance and contractual compliance of external suppliers with an accent on governance, SLA/KPI monitoring, and supplier relationship management. Focus on driving service optimization, managing operational risks, and ensuring stability across contact center and specialist support partners.

Location: Leeds, United Kingdom

Company

hirify.global is a fast-growing technology company providing IT Transformation and Delivery services to major organizations, including a significant portion of the FTSE 100.

What you will do

• Manage day-to-day supplier performance to ensure contractual obligations, SLAs, and KPIs are consistently met.
• Build and maintain strong working relationships with external suppliers and internal stakeholders.
• Oversee operational delivery across contact centers and specialist service partners, ensuring workflows and tooling operate as intended.
• Govern supplier reporting outputs and maintain key service dashboards, including the Balanced Scorecard.
• Identify and manage operational risks while driving continuous service optimization and process standardization.
• Facilitate service governance forums and provide clear operational insights to senior stakeholders.

Requirements

• Strong understanding of the ITIL framework and best practices.
• Experience in presenting complex analysis and visualizations to communicate insights to stakeholders.
• Proven ability to confidently challenge suppliers and enforce contractual commitments.
• Excellent analytical and problem-solving skills.
• Proficiency in data analysis using Microsoft Word, Excel, and PowerPoint.
• Location: Must be based in Leeds, United Kingdom

Nice to have

• ITIL4 Foundation certification.

Culture & Benefits

• 25 days of annual holiday.
• Private Medical Health care via Vitality, Pension contribution, and Life Assurance.
• Access to hirify.global Academy for curated courses, seminars, and professional certifications.
• A variety of retail discounts for restaurants, supermarkets, travel, and leisure.
• Inclusive culture with Employee Resource Groups and a Disability Confident Interview Scheme.
• Environment focused on low bureaucracy, high agility, and flexibility.