Service Delivery Manager

Purpose of the role

Service Delivery and Operational Governance: Provide operational oversight and governance of third-party service delivery across the GDP ecosystem.

Incident and Escalation Management: Act as the internal escalation point for operational incidents and service-related issues.

Commercial and Supplier Management: Ensure suppliers consistently deliver against agreed SLAs, KPIs, and contractual service obligations.

Governance and reporting: Support operational governance, reporting, and service management activities across GDP platforms and services.

Continuous Improvement and Stakeholder Management: Drive continuous improvement in operational performance, service quality, and supplier accountability.

Tasks and Responsibilities

Service Delivery and Operational Governance

• Manage and oversee operational service delivery provided by third-party suppliers.
• Monitor supplier performance against agreed SLAs, KPIs, and operational commitments.
• Ensure operational governance processes, reporting structures, and service reviews are maintained effectively.
• Identify, track, and manage operational risks, service issues, and delivery concerns.
• Support the transition of new products and services from delivery into operational support (“Build to Run”) ensuring appropriate service readiness, governance, and support processes are in place.

Incident and Escalation Management

• Act as the primary operational escalation point for major incidents and service-related operational issues across GDP platforms and services.
• Coordinate with suppliers, engineering teams, and business stakeholders during incident resolution activities.
• Ensure incidents are managed, communicated, and resolved in line with agreed operational processes.
• Support post-incident reviews, root cause analysis, and service improvement initiatives.

Commercial and Supplier Management

• Ensure suppliers meet contractual service obligations and operational performance standards.
• Monitor and validate SLA performance reporting and associated service metrics.
• Support the management of service credits and contractual remedies where service levels are not achieved.
• Work closely with Commercial, Procurement, and Finance teams on supplier governance matters.
• Analyse operational service data and trends to support service improvement, governance decision-making, and risk management activities.

Continuous Improvement and Stakeholder Management

• Identify opportunities to improve operational performance, governance, and service quality.
• Build effective working relationships across internal teams and supplier organisations.
• Support the development and implementation of operational standards and best practices across GDP.
• Promote proactive operational management and a culture of continuous improvement.

Requirements:

• Experience managing service delivery or service management activities within technology or digital environments.
• Strong understanding of operational governance, incident management, SLA management, and supplier oversight.
• Experience managing third-party service providers and holding suppliers accountable for operational performance.
• Experience working within operational support environments covering incident, problem, and service management processes.
• Strong stakeholder management and communication skills, particularly during operational incidents and escalations.
• Good analytical, reporting, and organisational skills.
• Experience working within large, multi-region organisations desirable.
• Ability to balance collaborative supplier management with effective operational governance and accountability.

Qualifications

• Relevant degree in Technology, Business, Service Management, or a related discipline desirable.
• ITIL certification or equivalent service management qualification essential.
• Agile, operational governance, or supplier management qualifications advantageous.

Benefits:

• Competitive salary and bonus scheme
• Hybrid working
• Rentokil Initial Reward Scheme
• 23 days holiday, plus 8 bank holidays
• Employee Assistance Programme
• Death in service benefit
• Healthcare
• Free parking

At Rentokil Initial, our customers and colleagues represent diverse backgrounds and experiences. We take pride in being an equal opportunity employer, actively encouraging applications from individuals from all walks of life. Our belief is that everyone irrespective of age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs, has the potential to thrive and contribute.

We embrace the differences that make each of our colleagues unique, fostering an inclusive environment where everyone can be their authentic selves and feel a sense of belonging. To ensure that your journey with us is accessible if you have any individual requirements we invite you to communicate any specific needs or preferences you may have during any stage of the recruitment process. Our team is available to support you; feel free to reach out to ([email protected]) if you need anything

Be Yourself in Your Application! At Rentokil Initial, we value innovation, but we want to see the real you! While AI can help with structure and grammar, make sure your application shows your true passion and understanding of the role. A personal touch will help you stand out.