Role: Service Delivery Manager (B2B / ITSM / SaaS)
Company: Ecommerce
Location: London, Hybrid
Salary: up to £90,000 basic + Bonus
About You
You are an experienced and proactive Service Delivery Manager who thrives in a fast-paced, high-growth environment. You bring a strategic mindset and a structured approach to organising internal support processes, with a strong focus on scaling operations for future growth.
With excellent communication skills and a deep understanding of B2B & B2C environments, you are confident in optimising technical estates to support both internal teams and external partners, including white-label clients.
About the Role
This is a pivotal leadership role responsible for evolving both the technical estate and support function. While initially focused on enhancing internal service delivery, the primary objective is to build a scalable support framework that enables seamless onboarding and support for external B2B and white-label partners.
You will play a key role in driving continuous improvement across service delivery, processes, and workflows, working closely with product teams, developers, and external vendors to ensure consistently high service standards.
Key Responsibilities
Rebuild and enhance the internal support function with a strong customer-first mindset
Develop B2B support readiness frameworks, including SLAs, OLAs, and support pathways
Optimise support coverage through data-driven insights and clear communication
Standardise ITSM processes (Incident, Request, Problem Management)
Lead service desk operations, including tooling, reporting, and escalation processes
Manage procurement, licensing, hardware/software provisioning, and networking
Support security and risk initiatives in collaboration with senior IT leadership
Act as a senior escalation point for complex technical issues
Define and track KPIs, providing performance insights to leadership
Support change management and SaaS implementation across the business
Develop knowledge management frameworks and self-service documentation
Manage relationships with external vendors and B2B partners
Requirements
Proven experience in Service Delivery Management, ready to step into a leadership role
Strong background in B2B support environments or white-label platforms
Demonstrated ability to improve and scale technical operations
Strong analytical and problem-solving skills under pressure
Confidence to challenge and influence stakeholders at all levels
Excellent communication skills, translating technical concepts for non-technical audiences
Flexibility to support on-call, weekend, or holiday operations as required
Keywords
Service Delivery Manager, ITSM, B2B Support, SaaS, Service Desk Management, Incident Management, Problem Management, Change Management, SLAs, OLAs, Vendor Management, White-Label Platforms, Technical Operations, IT Infrastructure, Support Frameworks, KPI Reporting, Process Optimisation, Knowledge Management, Stakeholder Management, Continuous Improvement
Salary description
£80000.00 - £90000.00 per year