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Service Delivery Manager

Application Management


  • Managing day to day delivery of services in order to achieve the agreed Service Level Targets
  • Acting as a bridge between client dedicated account teams and shared delivery teams
  • Managing client communications for incidents and change
  • Ensuring client specific knowledge and processes are understood and maintained for delivery teams
  • Acting as a single point of contact for client counterparts for end to end delivery of projects and services throughout the lifecycle
  • Accountable for transitioning new services or clients into support; driving completion of service acceptance, technical assurance and handover processes and collaborating with Project
  • Working with the internal Service Management team to ensure all Endava ITIL based processes are implemented to meet client and contractual requirements
  • Regularly reviewing SLA and Quality reports/KPIs with Unit Head ensuring that action plans are documented and followed-up to improve the overall quality of service
  • Driving improvements and maintaining consistency in the performance of the services, ensuring that it meets high levels of quality
  • Reporting activity through a range of regular and ad-hoc reports
  • Maintenance of the Project Accounting System forecast and the Timesheet approvals
  • Participate in the preparation of commercial propositions
  • Managing contract documents as per the agreed processes


Qualifications and Experience

  • Experience of working within busy IT customer services and support operation
  • Strong written and verbal communication skills in both English and Spanish
  • Familiarity with ITIL concepts and practice
  • Demonstration of good commercial awareness
  • Experience of direct communication with senior client management and effective coordination of tasks with client management
  • A clear understanding of the relationship between IT and the client business
  • Medium to high excel knowledge; also capable of identifying trends and using statistics to interpret data
  • Organized, analytical and methodical, structured approach to work, attention to details
  • Willingness to travel to the UK (or other locations as required) for short term assignments from time to time particularly at the service transition stage


Additional Information

Desirable Skills

  • A good understanding of web development technologies
  • Experience planning/writing support procedures with IT Service Management tools
  • Service operations and project management experience
  • Understanding of Deployment and Release Management
  • ITIL Foundation Certification
  • Knowledge of SLA/OLA structure

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