Service Delivery Manager

Service Delivery Manager | Bristol (Hybrid weekly) | £65,000

Peaple Talent is partnering with a global technology organisation that delivers innovative SAAS solutions to customers across multiple industries. As the business continues to expand its cloud and SaaS operations capability, they are looking for a Service Delivery Manager to take ownership of the operational delivery, performance, and customer success of their SaaS product portfolio.

This is an excellent opportunity to join a growing technology function in a highly visible leadership role, acting as the primary operational owner for critical SaaS products while ensuring service excellence, customer satisfaction, and operational resilience.

What You’ll Bring

• Proven experience in a Service Delivery Manager, IT Service Manager, SaaS Operations, or customer-facing technical delivery role

• Experience managing production SaaS or cloud-based environments, including incident, problem, and operational management

• Strong understanding of IT Service Management frameworks and ITIL best practices

• Experience managing Service Level Agreements (SLAs), KPIs, and service performance reporting

• Ability to act as the primary escalation point for customers and internal stakeholders

• Strong customer relationship management skills with the ability to communicate technical concepts to non-technical audiences

• Experience coordinating incident management, root cause analysis, and service improvement activities

• Understanding of service transition, change management, and release processes

• Experience working closely with support, operations, infrastructure, and product teams

• Strong analytical, organisational, and problem-solving skills

• Ability to manage multiple priorities, customers, and services simultaneously

• Excellent stakeholder management and communication skills

Nice to Have

• ITIL Foundation, ITIL Practitioner, or equivalent Service Management certification

• Experience working within SaaS product organisations or software vendors

• Exposure to cloud platforms such as Microsoft Azure or AWS

• Experience with compliance frameworks including ISO 27001, SOC 2, or GDPR

• Experience conducting customer service reviews and presenting operational performance metrics

• Understanding of capacity planning, service resilience, and operational readiness processes

• Experience managing third-party suppliers and vendor relationships

• Knowledge of security incident management and compliance requirements

If you’re an experienced Service Delivery professional looking to take ownership of critical SaaS services and play a key role in delivering exceptional customer outcomes, we’d love to hear from you.