Senior Service Delivery Manager

End-to-End Service Delivery Management Take overall service management responsibility for the delivery and operational performance Act as the primary customer-facing service management contact and senior operational escalation point. Ensure services are delivered in accordance with contractual obligations, agreed SLAs, KPIs and service management processes. Coordinate service delivery across T-Systems, T-Mobile, NOC, Service Desk, engineering, field services and other approved delivery partners. Maintain a clear understanding of service scope, ownership boundaries, dependencies and operational responsibilities. Ensure consistent service delivery across geographically dispersed retail sites, including business-critical POS, payment and fuel retail operations. Identify service risks, operational dependencies and potential performance issues, driving timely mitigation and resolution. Provide clear, accurate and timely communication regarding service performance, incidents, risks, planned changes and improvement initiatives. Manage customer expectations, escalations and service concerns professionally and proactively. Coordinate with internal management and delivery partners to resolve cross-functional or cross-supplier service issues. Ensure performance reporting accurately reflects the health and reliability of both SD-WAN overlay and contracted underlay services. Ensure operational reporting is accurate, consistent and supported by reliable service-management data. Coordinate with Major Incident Management, NOC, engineering teams, carriers and field service providers to ensure effective incident resolution. Ensure incident ownership, escalation paths, stakeholder communications and restoration priorities are clearly established. Ensure post-incident reviews and root cause analyses are completed within agreed timescales. Support escalation management across multiple suppliers where resolution requires coordinated intervention. Ensure consistent application of ITIL-aligned Incident, Problem, Change, Service Request, Configuration and Knowledge Management processes. Work with Change Management teams to ensure planned and emergency changes follow agreed approval, communication and risk-control procedures. Ensure problems, known errors, recurring incidents and improvement actions are appropriately recorded and managed. Support compliance, security and audit requirements through accurate records, traceable approvals and consistent operational processes. Ensure operational practices remain aligned with the agreed service catalogue, responsibility matrices and contractual governance framework. Manage operational relationships with T-Mobile, T-Systems delivery teams, connectivity providers, OEMs, field service partners and other suppliers. Ensure clear accountability across SD-WAN overlay, WAN/5G underlay, field support, hardware replacement and related service activities. Ensure supplier dependencies and responsibilities are accurately reflected in operational procedures and service reporting. Ensure agreed actions have accountable owners, target dates and measurable outcomes. Provide management visibility into service performance, emerging risks and opportunities for improvement. Ensure proposed new services are operationally feasible, appropriately scoped, aligned with contractual obligations and supported by clear transition and delivery requirements. Support the transition of newly deployed sites and services into steady-state Business-as-Usual (BAU) operations. Coordinate with deployment, engineering, NOC, Service Desk and field service teams to confirm operational readiness. Ensure appropriate support procedures, monitoring, escalation paths, asset information and service records are established before operational handover. Support the controlled introduction of new connectivity solutions, service capabilities and technology upgrades. Ensure lessons learned from deployment and early-life support are incorporated into ongoing service operations. Establish and maintain a structured Continual Service Improvement (CSI) plan aligned with business priorities. Coordinate with technical teams on firmware lifecycle management, capacity planning, technology refresh and service resilience. Support continuous service maturity and value realization throughout the five-year managed-services lifecycle. Service Delivery and IT Service Management Advanced knowledge of ITIL-based service management processes and enterprise managed services delivery. Strong understanding of SLA management, KPI reporting, service assurance and customer service governance. Proven experience managing major incidents, service escalations, root cause reviews and continual improvement initiatives. Strong knowledge of ServiceNow or equivalent enterprise ITSM platforms. Experience coordinating service delivery across multiple operational teams, suppliers and technology domains. Ability to manage contractual service obligations, operational responsibilities and service performance risks. Ability to engage effectively with technical specialists, understand service impact and communicate operational risks to business stakeholders. Experience working in complex, multi-vendor or outsourced service environments. Ability to manage supplier escalations, performance concerns and cross-organizational dependencies. Experience preparing and presenting executive-level service reports and governance updates. Ability to recognize account growth opportunities and translate customer business needs and service insights into qualified sales leads. Experience collaborating with account teams, sales and solution architects on upselling, cross-selling, proposals and customer-facing commercial discussions. 10+ years of experience in IT service delivery, IT operations, managed services or related enterprise technology environments. 5+ years in a Service Delivery Manager, Senior Service Manager or comparable customer-facing service leadership role. Proven experience managing enterprise network or infrastructure services for large corporate customers. Demonstrated responsibility for SLAs, KPIs, service reporting, customer governance and operational performance. Experience managing 24×7 support environments, including NOC, Service Desk and technical escalation teams. Strong background in Major Incident, Problem and Change Managemen Experience coordinating multiple suppliers, telecommunications carriers and technology service providers. Proven ability to manage senior customer stakeholders and lead formal service review meetings. Experience driving measurable service improvements and resolving complex operational or contractual service challenges. Excellent written and spoken English, with strong executive communication and presentation skills. ITIL 4 Foundation, with ITIL advanced or practice management certifications highly desirable. Bachelor's degree in Information Technology, Computer Science, Telecommunications, Business Management or a related discipline. Service management or service delivery leadership training. Experience delivering managed network services to large multinational organizations. Previous experience in retail, fuel retail, financial services or other business-critical distributed environments. Knowledge of PCI DSS, SOX-related operational controls and enterprise audit requirements. Familiarity with ServiceNow CMDB, service mapping, dashboards and automated reporting. Experience with service integration and management (SIAM) operating models. Experience overseeing large-scale SD-WAN transformation, service transition or network modernization programs. Familiarity with Cisco Meraki Dashboard, Grafana, LogicMonitor or comparable monitoring platforms. Experience managing field services, carrier relationships, hardware replacement and technology lifecycle activities. Experience implementing service automation, proactive service assurance and data-driven improvement programs. Exposure to service financial management, forecasting, cost optimization and commercial performance management. Customer Leadership: Builds trust with senior stakeholders and maintains a strong focus on customer satisfaction and business outcomes. Accountability and Ownership: Takes responsibility for end-to-end service delivery, ensuring clear ownership of issues and consistent follow-through. Operational Excellence: Applies disciplined service management practices to maintain stable, reliable and predictable service operations. Stakeholder and Supplier Coordination: Works effectively across multiple organizations, balancing customer expectations with operational responsibilities. Analytical and Problem-Solving Skills: Uses service data, trends and operational insights to identify risks, prioritize actions and drive sustainable improvements. Executive Communication: Communicates service performance, incidents, risks and improvement plans clearly and confidently to technical and business audiences. Continuous Improvement Mindset: Proactively identifies opportunities to enhance service quality, efficiency, automation and customer experience. 8. Expected Outcomes and Success Measures Consistent achievement of agreed service levels and operational performance targets. Improved network service availability and reduced business disruption. Effective coordination and timely resolution of major incidents and escalations. Reduction in recurring incidents through structured problem management and corrective actions. Accurate, transparent and actionable service reporting. Improved supplier accountability and effective cross-provider service coordination. Successful operational handover of new sites and services into BAU support. Measurable continual service improvement and operational maturity. Strong governance, compliance, risk management and service lifecycle discipline. Identification and qualification of new business, upselling and cross-selling opportunities, with effective support to the account sales team and no compromise to service delivery commitments. ITIL 4 Managing Professional or equivalent advanced ITIL qualification. SIAM Foundation or Professional certification. PMP, PRINCE2 or equivalent project/program management certification. ISO/IEC 20000 service management knowledge or certification. Relevant Cisco networking certifications or equivalent practical understanding. Equivalent professional experience should be considered where candidates demonstrate strong enterprise service management expertise.