The IT&D Manager, IT Service Delivery is accountable for the end-to-end service delivery, operational performance, and continual improvement of IT applications and services aligned to a defined Business Capability Stream (e.g. HR, Finance, ERP, Supply, Marketing, R&D) within a predominantly outsourced operating model.
This role acts as the single point of accountability for service outcomes, ensuring that strategic service providers deliver stable, resilient, secure, and business-aligned services that meet agreed SLAs, XLAs, and contractual commitments. The role serves as the primary business-facing IT partner, translating business priorities into operational requirements and orchestrating internal IT teams and multiple suppliers to deliver seamless, high-quality services.
1. End-to-End Service Accountability
• Own the end-to-end operational performance of all applications and services within the assigned capability stream, regardless of supplier or delivery tower.
• Act as the business-facing service owner, accountable for availability, reliability, performance, and user experience.
• Ensure services are operated as integrated end-to-end value streams, not disconnected vendor silos.
2. Supplier & SIAM-Oriented Service Orchestration
• Lead and govern strategic managed service providers, SaaS vendors, and system integrators delivering application and service support.
• Operate as part of a SIAM-style model, ensuring clear RACI, handoffs, and collaboration across multiple suppliers.
• Hold suppliers accountable for outcomes, not effort, including SLA performance, incident quality, proactive problem prevention, and continuous improvement.
3. Service Performance & Governance
• Define, manage, and continuously improve SLAs, XLAs and KPIs aligned to business priorities and critical business events.
• Ensure transparent, accurate, and meaningful reporting focused on:
o Business impact
o Service stability
o User experience
o Root cause and trend insights
4. Stakeholder & Business Relationship Management
• Serve as the primary IT service delivery partner for senior stakeholders within the aligned capability stream.
• Translate business demand, priorities, and pain points into service delivery objectives and supplier commitments.
• Proactively communicate service health, risks, and improvement actions using clear, business-focused language.
• Represent operational readiness, risk, and service impact in business governance forums.
5. Incident, Major Incident & Problem Management
• Ensure robust incident and major incident management across suppliers, including escalation, coordination, and communications.
• Drive Problem Management discipline across vendors, ensuring root causes are identified, recurring issues eliminated, and permanent fixes delivered.
• Hold suppliers accountable for preventable incidents and repeat failures.
6. Change, Release & Service Transition Oversight
• Govern supplier-led change and release activities to balance speed, stability, and risk.
• Accountable for service transition readiness for new systems, enhancements, or supplier changes, including:
o Support models
o Knowledge transfer
o Runbooks
o Monitoring and alerting
o Service desk enablement
7. Operational Risk, Resilience & Compliance
• Identify and manage service delivery risks across suppliers, including capacity, resilience, security, and compliance.
• Ensure services adhere to internal controls, audit requirements, and regulatory obligations.
8. Continual Improvement, Automation & Efficiency
• Use incident, problem, and performance data to prioritise improvement initiatives.
• Drive automation, simplification, and standardisation across suppliers to:
o Reduce manual effort
o Improve stability
o Lower run costs
o Enhance user experience
9. Financial & Contractual Management (Run Services)
• Manage run-state costs associated with the service portfolio, including vendor spend and support contracts.
• Ensure cost transparency and value-for-money from service providers.
• Support commercial governance, contract compliance, and service demand prioritisation.
• Proven experience leading IT service delivery in an outsourced or SIAM-based environment.
• Strong expertise in ITIL-based service management (incident, problem, change, service transition, service level management).
• Demonstrated ability to manage multiple suppliers and drive end-to-end service outcomes.
• Strong stakeholder engagement skills with senior business leaders.
• Experience supporting large-scale enterprise platforms (e.g. SAP, Siebel, SuccessFactors, Oracle, Salesforce, PLM).
• Financial and vendor commercial management experience.
• Exposure to automation, observability, and modern operations practices (AIOps concepts).
• Deep hands-on experience with ServiceNow as the enterprise IT Service Management platform, including Incident, Problem, Change, Request, and Service Level Management.
• Understanding of ServiceNow CMDB, service mapping, and dependency modelling to enable true end-to-end service ownership.
• Experience defining and governing ITSM workflows, SLAs/XLAs, dashboards, and reporting within ServiceNow, and using ServiceNow data and insights to drive operational performance, problem reduction, and continual service improvement.
What Success Looks Like
• Stable, predictable services with minimal business disruption
• Suppliers operating as one integrated service ecosystem
• Reduced incident volumes and repeat issues
• Clear service ownership and accountability
• Improved business satisfaction and trust in IT delivery
Service Delivery, IT Operations, SIAM, ITIL
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