Senior Service Delivery Manager

The Senior Service Delivery Manager will oversee the delivery and support, of enterprise applications, ensuring optimal performance, availability, and alignment with business needs. Additionally, they will act as the Process Owner for critical ITIL-based processes, responsible for monitoring process performance, ensuring that relevant third-party teams are trained on process/practices and taking ownership of improving key IT service management processes under their responsibility. 

Job Type: Fixed Term Contract – 12 months

Location: This role could be based in either our Birmingham, Telford, or Edinburgh offices with time spent working in the office and at home. 

Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

Closing Date: 20/10/2025

Salary and benefits: £70,000-£90,000 plus an indicative bonus range of 30%-60%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.

We’re Phoenix Group, we’re a long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

The role  

The Senior Service Delivery Manager is accountable for overseeing ,  developing and assisting in the service operations and delivery strategy for IT services delivered through our Outsource Partners and translating this strategy into a services roadmap and actionable deliverables. Seen as a strategic partner to the value centres and corporate services, they will enable the delivery of business objectives by ensuring providers of IT services deliver cost effectively and to the required levels of quality. 

Key Accountabilities:

• Lead the development and maintenance, in conjunction with specified technology service 

• Work as part of the group IT Service Operations team to standardise processes and reporting to allow and support improvements across the eco-system.

• Lead engagement with the value centres to understand the business strategy and the technology implications to provide specified suppliers with a forecast of future service demand and ensure impact of future changes to demand for services is properly assessed. Work with supplier to produce credible plans to address those needs and changes.

• As part of the extended IT Leadership team, contribute to and influence the broader strategy for the Technology Services & Operations and wider overarching IT function and deputise for the Head of IT Service Operations, as needed. 

• Ensure that regular service reviews include a section to specifically review risks and issues in sufficient detail and that agreed actions are delivered in order to mitigate risks and protect service. 

• Engage and work closely with other key IT areas such as Cyber, Architecture and Data as well as the business Digital teams to provide a seamless service across all aspects of Technology.

• Assists in the IT operational management of specific supplier’s service across all platforms and technologies to ensure that the agreed SLA and KPI are achieved, and that service stability is maintained. 

• Ensure effective management and resolution of service issues with the specified supplier in line with service level targets, based on business priority with clear ownership, regular communication and effective engagement of suppliers in line with the Incident Management process.

• Identify and management the Continuous Service Improvement plan with both internal and specified supplier teams, informed by both the monitoring of service usage and performance, as well as using analysis and insight in order to pre-empt future issues. 

• Provide senior management point of contact for on call/out of hours incident support. 

What we’re looking for:

• Outsourced IT Services: Demonstrable experience of delivery management of outsourced IT services including as part of a full Business Process Outsourced arrangement
• Service Performance Management: Ensure that IT services are delivered effectively and meet agreed service levels. This includes monitoring KPIs, SLAs, and OLAs, and taking corrective actions when performance deviates from expectations.
• Stakeholder Engagement: Act as the primary point of contact for senior stakeholders, ensuring their needs are understood and met. This involves regular communication, managing expectations, and building strong relationships across business units.
• Continuous Improvement: Lead initiatives to improve service delivery processes, tools, and practices. This includes identifying inefficiencies, implementing best practices, and driving automation or innovation to enhance service quality and efficiency.
• Incident and Problem Management Oversight: Oversee the resolution of major incidents and problems, ensuring root cause analysis is conducted and preventative measures are implemented. This role often involves coordinating cross-functional teams during critical service disruptions.
• Team Leadership and Development: Manage and mentor service delivery teams, fostering a culture of accountability, collaboration, and customer-centricity. This includes setting goals, conducting performance reviews, and supporting professional development.

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you. 

 If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best. 

We’re reviewing applications as they come in, so apply early to avoid missing out.

Find out more about #LifeAtPhoenix 

• Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us