Job Description

Overview

Noted as one of the UK's top tech enterprises by E2E and GPTW, Nephos Technologies specialises in solving complex data problems for large customers. Our purpose is to support organisations to unlock the hidden value of data so they can innovate, transform and drive change in a modern digital world.



Our vision is to become the data system integrator that organisations turn to when they want to break from the norm, tackle the impossible and materialise visions. We challenge organisations to think differently and stay at the forefront of change.



At Nephos Technologies, our values guide the behaviours of how we strive to develop our company, engage with our clients, and support the development of our staff. At its heart, our values can be summed up in three words: Innovation, Integrity, and Independence.

Role Overview

We are seeking an experienced Service Delivery Manager (SDM) to own and manage the operational delivery of our Centre of Excellence (CoE) data governance managed services to our customers. The SDM will be accountable for ensuring services are delivered in line with agreed SLAs, KPIs, and contractual commitments, using ITIL-based service management practices.



This role acts as the primary operational interface between the customer and internal delivery teams, ensuring service stability, performance, governance, and continual improvement throughout the service lifecycle.



The role reports to the Service Delivery Lead.

Key Responsibilities

Service Delivery & SLA Management

Own the end-to-end delivery of managed services for assigned customer accounts.

Ensure services consistently meet or exceed agreed SLAs, KPIs, and contractual obligations.

Monitor service performance, availability, capacity, and quality metrics.

Proactively identify risks to service delivery and implement mitigation plans.

ITIL Service Management

Apply ITIL best practices across Incident, Problem, Change, Request, and Service Level Management.

Act as the escalation point for all service-related queries or incidents.

Ensure root cause analysis (RCA) and corrective actions are completed and tracked.

Drive adherence to standardised service management processes and controls.

Customer Governance & Communication

Lead regular service review meetings (e.g. operational reviews, SLA reviews) and partake in other service-related meetings (e.g. QBRs).

Provide clear, data-driven reporting on service performance, trends, and improvement actions.

Build strong, trusted relationships with customer operational and technical stakeholders.

Manage service-related customer escalations professionally and effectively.

Continual Service Improvement (CSI)

Identify and drive service improvement opportunities aligned to ITIL CSI principles.

Collaborate with Service Architecture teams to implement enhancements.

Track improvement initiatives and ensure benefits are realised and sustained.

Internal & Vendor Management

Coordinate internal teams (engineering, operations, support, suppliers) to deliver services effectively.

Manage third-party vendors and partners where applicable, ensuring contractual and SLA compliance.

Ensure operational readiness for service changes, transitions, and new service introductions.

Skills & Experience

Essential

Proven experience (5+ years) as a Service Delivery Manager or similar role within a managed services environment.

Strong practical knowledge of ITIL frameworks and service management disciplines.

Demonstrated experience managing SLAs, KPIs, and service governance for enterprise customers.

Being able to balance the needs of several customers.

Excellent customer-facing communication and stakeholder management skills.

Strong incident and escalation management experience.

ITIL v3 or ITIL 4 certification (Foundation or higher).

Experience working with Enterprise customers (above 10,000 seats).

Live commuting distance to the office in Paddington, London.

Desirable

Experience with outsourced IT, cloud, infrastructure, or application managed services.

Familiarity with service management tools (ServiceNow, Jira Service Management).

Understanding of data governance and privacy principles.

Key Attributes

Service-oriented mindset with a strong focus on service excellence.

Calm and decisive under pressure, especially during major incidents.

Highly organised and detail-oriented, with strong analytical skills.

Collaborative and able to influence across teams without direct authority.

Comfortable balancing customer expectations with operational realities.

Demonstrable ability to take ownership and responsibility for the services that you manage.

Strong stakeholder management, both internal and external, with the ability to prioritise and set expectations over deliverables and outcomes.

Success Measures

SLA and KPI attainment.

Reduction in service incidents and repeat issues.

Customer satisfaction with service delivery and governance.

Effective execution of continual service improvement initiatives.

Clear, trusted communication with customers and internal teams.

Role Positioning (Important Context)

This role owns operational service delivery and SLA performance.

It does not own commercial growth or renewal, which sits with Customer Success.

The SDM works closely with CSMs, Delivery teams, Commercial teams and Service Architecture teams to ensure service outcomes and improvements are aligned.

What we can offer:

Opportunity to work in the fastest growth area in the IT sales landscape - Data.

Enhanced maternity and paternity benefits.

Hybrid working.

3% annual bonus.

Holiday allowance of 25 days plus bank and public holidays, with the opportunity to buy or sell 5 days annually.

Training and development for your role and future career development.

Private healthcare.

Recognition awards.
Inclusion and diversity are paramount to us here at Nephos. All our applicants and staff are treated fairly and respectfully, regardless of any protected characteristic/s. If you require any assistance or reasonable adjustments during your application process with us, then please do not hesitate to contact us - we will always be happy to help.




For this role on this occasion, we are not working with external recruitment consultants.