Job Description

Role Overview
We are seeking a highly motivated and experienced Service Delivery Manager within our Quality Engineering team, to oversee the delivery of our test automation services and technology solutions. This is a senior role requiring strong organisational skills, proven delivery experience, and the ability to hit the ground running. The ideal candidate will have a background in QA or a closely related discipline, along with experience managing the delivery of services or products, ideally as a Project Manager, Program Manager, or equivalent role.
Team Overview
Connected TV is one of the most fragmented markets in technology. With dozens of operating systems and consumers replacing devices far less frequently than phones, testing at scale is notoriously complex.
To solve this, our Quality Engineering team built a vision-based automation platform that runs hundreds of thousands of tests across the 100+ devices in our lab. Originally developed to support our own projects, industry demand was so strong that we launched it as a service -- and we've already partnered with several major clients.
As we expand, we're now seeking a Service Delivery Manager to play a key role in ensuring exceptional delivery and client experience as we scale this exciting new service offering.
Key Responsibilities

• Service Delivery Leadership

• Own and oversee the end-to-end delivery of test automation services to clients.
• Ensure delivery excellence, meeting agreed service levels, timelines, and quality standards.
• Act as the primary escalation point for client delivery issues.

• Client & Stakeholder Management

• Build and maintain strong relationships with clients, understanding their goals and aligning delivery outcomes.
• Provide regular progress updates, status reports, and performance metrics to both clients and internal leadership.
• Work closely with the sales teams to ensure smooth transitions from pre-sales to delivery.

• Operational Oversight

• Define and implement delivery processes, best practices, and KPIs.
• Coordinate with technical leads and QA engineers to ensure smooth execution of automation projects.
• Monitor budgets, resourcing, and delivery risks, proactively resolving issues before they impact service.

• Team Leadership

• Mentor and guide delivery teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure that cross-functional teams (sales, engineering, QA) are aligned and productive.
• Support recruitment and onboarding of new delivery team members.

• Continuous Improvement

• Drive innovation and efficiency in service delivery, identifying opportunities for automation and process optimisation.
• Gather client feedback and feed insights into product and service enhancements.

Requirements

• Experience

• Proven track record in service or product delivery management, ideally within technology.
• Background as a Project Manager, Program Manager, or Service Delivery Manager managing technical projects.
• Experience working with QA/testing or automation services strongly preferred.

• Skills

• Exceptional organisational and problem-solving skills.
• Strong communication and stakeholder management capabilities.
• Ability to manage multiple concurrent projects, budgets, and resources.
• Proficiency with delivery tracking tools (e.g., Jira, Trello, Asana) and reporting dashboards.

• Personal Attributes

• Confident in identifying and raising issues while remaining composed under pressure.
• Self-starter who can hit the ground running.
• Comfortable working in a fast-paced, client-facing environment.
• Strong leadership qualities with the ability to inspire and guide teams.
• Commercially aware with a focus on delivering business value.

Why work at FX

• MacBook on your first day at FX
• Annual profit share distributed equally across all roles and departments
• Pension contributions with Nest pensions
• Generous 35 days of annual leave, including bank holidays and Christmas office shutdown
• Monthly one-on-one Sanctus mental health coaching session
• Optional Vitality Health Insurance with discounted Apple Watch, cinema tickets, and Amazon Prime
• Cycle-to-work scheme with up to 47% savings on a new bike
• Flexi start time between 9am and 10am
• Employee referral scheme
• Regular appraisals for feedback and growth
• Weekly dedicated training time for personal development
• Collaborate with prestigious global brands in media, sports, and entertainment
• We take great pride in our culture of acceptance, diversity and inclusion.
• Complete regular surveys to provide anonymous feedback on the business, leadership team and your role to ensure that we are doing everything we can to keep improving and making FX a great place to work.
• Join us at our monthly Show and Tell, where team members update us on what they've been working on.
• Get nominated for the monthly FX Factor by your peers and get recognised for your contribution to the business.
• Get a chance to earn a 20 voucher for high project NPS scores.

This is a full-time role based out of our Old Street, London office. We can only consider applicants who can work 3 days per week from the office.

Skills Required