Service Delivery Manager - Contract
Hybrid
London, United Kingdom
Freelance
21-03-2025
Job Specifications
Who We Are
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.
Service Delivery Manager required on a contract basis to join VML
This is a contract role and we require a Service Delivery Manager ideally with Commerce experience. This role may require travel to client site and on call support.
The Opportunity
Service Delivery Manager is needed with proven experience in service delivery. The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role is a combination of support management and team leadership, including liaison with internal technical teams and third parties.
You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA's, incident & problem management etc).
A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.
What You'll Be Doing
Co-ordinate & facilitate the contracted eCommerce service to one or more customers
Ensure that escalations and communications are managed in line with documented contract standards
Develop and maintain good customer relationships with the support of the Account Manager.
To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA's and that levels of customers satisfaction remain high
Ensure all agreed SLAs are met for incidents & service requests
Develop and maintain a productive and close working relationship with relevant Account Executives
Build appropriate working relationships with any third party's involved in the delivery of in scope production services to the customer
Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities
Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities
Conduct regular service reviews on a monthly/quarterly basis
Liaise with customers to agree problem priorities and delivery
Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process
Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes
Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)
Ensure Support Activities managed within contracted Support Budget
Work with support and development teams to ensure problem fixes are planned into releases and delivered
What We Want From You
Extensive experience in a Support function
Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment
The ideal candidate will have experience with commerce environments
Extremely results driven, will always go the extra mile to deliver expected result
Financially aware and able to contribute to the effective running of the account.
Clear & concise communication skills - both written and oral
Proven track record in building and maintaining strong relationships with customers including working from customer sites when required
Strong leadership skills with proven track record of managing, developing and leading multi-disciplined teams
Strong problem solving, time management and organizational skills
Experience of providing out of hours support for high severity incidents
Exposure to "follow the sun" support models
If You Know Some Of This, Even Better
Linux, Unix, Windows operating systems
CQ5, Bootstrap, SASS, CSS, JavaScript, jQuery, AngularJS, Java, J2EE, MySQL, Maven, SPRING MVC, REST web services
Hosted environments
Exposure to software development environments
Exposure to Java/J2EE and web technologies
LI-EMEA
At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization-creators, doers, innovators, makers, and thinkers-who drive not just marketing, but meaningful experiences that resonate in every action and interaction.
VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.
When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.
About the Company
VML is a global powerhouse born from the unification of Wunderman Thompson and VMLY&R — two of the world's most powerful and accomplished creative agencies with complementary capabilities and geographic strengths. We have an industry-unique opportunity to provide our client partners with a fully integrated offering across brand experience, customer experience and commerce practices — powered by deep data and technology experience. For more information, visit www.vml.com. Know more
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