Service Delivery Manager
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Job Location:
Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Purpose
The Service Delivery Manager ensures robust IT Service Management (ITSM) processes across Experian Consumer Services enabling secure compliant and high-performing services. This role owns the ITSM lifecycle drives operational excellence and leads continual service improvement (CSI) to deliver exceptional customer outcomes. The successful candidate will have an Agile mindset and champion high-velocity IT to deliver great customer experiences.
Key Responsibilities
- Be the Voice of the Customer by advising and influencing internal stakeholders on service delivery availability and functionality.
- Lead Service Reviews ensuring actions are completed promptly and stakeholders are informed.
- Maintain a detailed understanding of Experian consumer products services and customer journeys.
- Collaborate with Technical Program Management to create high-quality service acceptance packages for new deployments.
Day-to-Day Duties
- Own daily service health: error budgets availability capacity and performance for all consumer products and services.
- Manage Major Incident process (bridge run comms business impact assessment) and post-incident reviews with corrective actions.
- Drive Problem Management (RCA trend analysis KEDB PIRs) and push systemic fixes into engineering backlog.
- Maintain service definitions support models (RACI) runbooks and knowledge base articles.
- Work closely with Risk Compliance & Security to support vulnerability patching and control assurance.
- Act as the primary service contact for all ITSM activities with ECS and manage vendor relationships.
- Run CSI pipeline; identify automation observability and process improvements.
- Embed proactive monitoring (APM logs synthetic checks) with actionable alerts and SRE practices.
- Coach teams on service culture and operational readiness.
Characteristics
- Service ownership mindset with high accountability and follow-through.
- Calm under pressure; decisive during incidents with clear empathetic communication.
- Analytical problem-solving and evidence-based decision-making.
- Strong stakeholder engagement and conflict resolution skills.
- Continuous improvement orientation; pragmatic and value-focused.
- Ability to coach and mentor junior team members.
Qualifications :
- ITIL v4 Foundation (required) Managing Professional desirable.
- 10 to 14 years of proven experience in a Service Delivery environment or role.
Required Skills
- Ability to communicate the benefits of ITSM practices in an Agile context.
- Strong planning and delivery skills at both strategic and tactical levels.
- Leadership in resolving complex problems collaboratively.
- Experience with ITSM tools (ServiceNow).
- Data literacy for dashboards and trend analysis; familiarity with cloud platforms (AWS).
Additional Information :
Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Remote Work :
No
Employment Type :
Full-time
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, ... View more
