Service Delivery Manager
On site
London, United Kingdom
Freelance
25-03-2025
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 is needed with proven experience in service delivery for a high-profile customer's web site.
About The Role
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.
Responsibilities
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
Required Skills
Excellent communication, interpersonal, and leadership skills.
Strong analytical and problem-solving skills.
Ability to manage multiple projects and priorities effectively
Extensive experience in a Support function
Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment
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
What We Can Offer You
Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are.
We offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more.
Our personality and behaviours: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution's culture to life through the actions we all take every day:
Connect Meaningfully
Inspire Creatively
Include Purposefully
Approach Positively
Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That's why we look for people who go beyond and always push our thinking to be better than yesterday.
AT VML Enterprise Solutions
Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world's leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.
We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury's, Selfridges, Shell and Tiffany & Co. We've built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.
As our business grows...
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
Related Jobs
- Company Name
- Bartholomews Agri Food Ltd
- Job Title
- Laboratory Assistant (Agricultural Crop Testing Facility) - 6 months
- Job Description
- This is a 6 month fixed-term position starting in July to help our Seed Analyst in Charge with all aspects of the day-to-day running of our laboratory, which processes samples of commercial cereal crops collected from our farmer customers from farms across the southern counties and to ascertain their commercial value. Crops that we process include wheat, oats and barley, beans and oilseed rape which are harvested in August and September before making their way into commercial food production, for example milling wheat for bread making. Crop testing is busiest through the main Harvest period (August and September) and the role will encompass helping to coordinate the sampling team during this time, who will be out and about visiting farms to collect the crop samples. Working Methodically And With Accuracy, Main Tasks Will Include Running samples of Grain and Seed through the various processes in the laboratory to include hagberg, moisture, weight, germinations and searches for purity, with different tests for each crop you will need to learn the steps for each. Keeping accurate results and inputting results data into our Microsoft Dynamics database. Running 'Moisture Clinics' on crop samples in the period before harvest, helping our farmer customers understand their crop quality. Coordination of the summer sampling team who will be collecting crop samples from customers farms in July, August and September. Monitor the Samplers job lists each week during the main season and help to answer any queries from our farmer customers and colleagues on the status of samples and as they arise. Be able to cover the Intake Process when needed for seed crops and cereals which will involve collecting samples at the weighbridge from the open back of a bulk tipper lorry, running the appropriate tests through and checking on results before the load can be tipped into our store. General housekeeping and cleaning of the laboratory and equipment. Daily equipment checks Towards the end of the season, willing to work off-site to help with collecting final crop samples as the work reduces into the Autumn. About You An interest or experience gained in laboratory-based work, field trials work, sciences and combined with an interest in or experienced gained within the agriculture industry would be preferred. A UK Drivers License Enjoy working on tasks in a methodical way, you will need to have keen attention to detail and be happy to work on repetitive tasks without loosing concentration. You will be working with data input and will need to be familiar with Microsoft products, outlook, excel, if you have used Dynamics platform previously or other data-base entry, that would be advantageous to the role. Reliable and punctual, the role is to support our Seed Analyst in Charge with all parts of the role and so we are looking for a candidate who will take this challenge on and work with diligence. About Bartholomews Leading in our field, developing a sustainable Agri Food Chain. We are a main contributor in the UK agri-foods sector, headquartered in Chichester, West Sussex and operating across the southern counties of England. We are a business built on perpetuity, first established in 1883 and we are continuing to grow and prosper. We provide a range of agricultural services and essential supplies to the farming community including the sale and marketing of grain, the sale and supply of agricultural seeds, the manufacture and supply of fertilizers, crop protection products, animal feeds, bird-food and game feeds. We also provide technical advisory agronomy service to our farmer customers, and we are engaged in ongoing research and development through our extensive cereal crop trials. Our facilities include a seed plant and crop research, technology, and multiplication center near Chichester and our dock-side sites of Shoreham Silos Services Ltd and Ultimate Fertilizers Ltd in Southampton. We have our own haulage company, Churchill Freight Services Ltd and multiple depots across the South of England. All these facilities and sites make our company proportionately the best resourced Agrifood business in the United Kingdom. Our mission and as an Integral part of the food chain, is to connect growers with UK and European consumers, adopting new technologies and always striving for sustainable food security.
- Company Name
- Welsh Blood Service
- Job Title
- Genetic Haemochromatosis Clinical Coordinator
- Job Description
- Job Summary The post holder will work closely with Clinical teams in hospitals across Wales and Welsh Blood Service colleagues, to support referral of patients with Genetic Hemochromatosis to the Welsh Blood Service for venesection. This post is Fixed Term/Secondment for until 31/03/2026 due to the needs of the service. If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post. Main duties of the job As a member of the Blood Health Team the post holder will: Provide support and specialist advice to hospital clinical teams on referral of patients with GH to the WBS Optimise blood health for donors with Genetic Hemochromatosis Drive innovative practise to further develop referral and management pathways There will be a requirement to attend relevant courses such as development programmes to increase the likelihood of a high value impact of this project. It is envisaged that this role will evolve in line with the WBS Blood and Transplant Services for the Future strategy. Data will be harnessed to guide best practise. The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. About Us Here at Velindre University NHS Trust we are extremely proud of the specialist services we provide across the whole of Wales in our cutting-edge Velindre Cancer Centre and ouraward-winning Welsh Blood Service, as well as the expertise of our corporate functions that bring the two divisions together. We are also fortunate to host the NHS Wales Shared Services Partnership and Health Technology Wales and have developed strong partnership working with these expert services. Formed in 1999, the Trust has a dedicated workforce that continuously strives to apply the key principles of value based healthcare through a wide array of roles. We play a vital role in the communities we support and have ambitious plans for the future to continue to improve the services we deliver. We strive to maintain our core values in everything we do by being; accountable, bold, caring and dynamic, and ensuring the best possible care for our patients and donors. If you want to work for an organisation that prides itself on making a real difference and offers exciting career opportunities then Velindre University NHS Trust is the place for you. Visit our website to find out more https://velindre.nhs.wales/ Date posted 27 March 2025 Pay scheme Agenda for change Band Band 7 Salary £46,840 to £53,602 a year per annum pro rata Contract Fixed term Duration 11 months Working pattern Full-time Reference number 120-NMR003-0325 Job locations Welsh Blood Service Ely Valley Road, Talbot Green Pontyclun CF72 9WB Job Description Job responsibilities You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac Responsibilities Job description Job responsibilities You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac Person Specification Qualifications Essential NMC registration as a Nurse/Transfusion practitioner or HCPC Registration as a Clinical Scientist/Biomedical Scientist Leadership / management qualification Masters level qualification (or working towards) or similar experience Desirable Teaching Qualification Leadership or Coaching qualification Experience Essential Knowledge of blood donor eligibility Evidence of participating in CPD Desirable Experience of project management Knowledge of legislation and regulations applicable to a Blood Establishment Record of presenting at national and international conferences Skills Essential IT literate in Microsoft Office Familiarity with local IT systems Ability to work with staff of all levels of abilities and across different disciplines Person Specification Qualifications Essential NMC registration as a Nurse/Transfusion practitioner or HCPC Registration as a Clinical Scientist/Biomedical Scientist Leadership / management qualification Masters level qualification (or working towards) or similar experience Desirable Teaching Qualification Leadership or Coaching qualification Experience Essential Knowledge of blood donor eligibility Evidence of participating in CPD Desirable Experience of project management Knowledge of legislation and regulations applicable to a Blood Establishment Record of presenting at national and international conferences Skills Essential IT literate in Microsoft Office Familiarity with local IT systems Ability to work with staff of all levels of abilities and across different disciplines Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). UK Regi...
- Company Name
- MAG (Airports Group)
- Job Title
- Systems Operations Apprentice
- Job Description
- Technology (IT) Systems Operations Team Manchester Airports Group (MAG) / LearnTech 24 month Fixed Term Contract leading to a permanent role, subject to meeting academic and professional standards Competitive salary starting at £22,705.20, with annual increases throughout the apprenticeship Why MAG? At MAG, we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate. Benefits We recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to creating environments in which our people can thrive. You’ll also have access to some great benefits including: Application Support Lead Level 4 qualification 6% company contribution pension 24 days holiday plus bank holidays Free parking Subsidised public transport Huge range of company discounts Our Technology (IT) Systems Operations Team are seeking a dedicated and enthusiastic individual for our Systems Operation Apprentice role supporting a range of HR applications. This is an exceptional opportunity to learn and develop key technical skills from experienced professionals while building a successful career in the aviation industry. The Level 4 Application Support Lead apprenticeship program is a work-based learning program designed to develop your knowledge and technical competencies in application support, professional skills, and behaviours in technology functions or wider business areas. During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Application Support Lead standard. The Training Covers The Following Core Occupational Duties https://www.instituteforapprenticeships.org/apprenticeship-standards/applications-support-lead-v1-0 The Role As the Systems Operations Apprentice at MAG, your primary purpose will be to support MAG’s SAP applications and, in particular, SAP SuccessFactors. The Systems Operations Apprentice will support operational components of technical incident management, system-based service requests, project activities and applications testing in line with MAG’s policies and procedures and in support of MAG’s privacy and GDPR compliance. Working closely with other members of the System Operations and the Change Team as well as our AMS partners, Product Managers and Business Partners as part of a resolver group triaging and resolving technical requests and incidents. Reporting to the Head of Systems Operations, you’ll be responsible for providing service excellence and support in the achievement of MAG business objectives. What Will Make You Successful in This Role? Successful Candidates Will Possess Previous experience within IT Excellent problem-solving abilities and attention to detail Strong understanding of GDPR and data protection processes Ability to work well alone and within a team Strong written and verbal communication skills Minimum Requirements 5 GCSEs grades A*-C/9-4 (including English Language and Maths) Prior study or experience within Technology Must live in England and have the right to work in the UK (Government funding requirement) Desirable Requirements Understanding of how a hiring process works Interested in technology Interested in working to support others Equal Opportunities & Reasonable Adjustments At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds. We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups. As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process. You can contact the team by emailing HR.Recruitment@MAGAirports.com Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity.
- Company Name
- W3Global
- Job Title
- Release Manager with Pega Cloud Experience
- Job Description
- Service & Release Specialist role Proven experience in software delivery within a regulated environment, with a foundation in both on-premise and cloud technologies (primarily Azure and Pega Cloud). Strong communication skills, capable of conveying technical messages to non-technical audiences. Growth mindset and passion for embracing new approaches, with a focus on accuracy and attention to detail to ensure consistency in quality. Proficient in technology, able to engage in discussions with tech teams to understand decisions and risks, with a strong grasp of both on-premise and cloud technologies. Experience with enterprise-grade project management and change management tools, specifically the Atlassian tool-set and ServiceNow. Proficiency in software automation tools like Jenkins, GoCD, Azure DevOps, Azure Portal, and Pega Deployment Manager. Understanding of the Software Development Lifecycle for both Agile and Waterfall methodologies, including technical implementation requirements and key release management principles. Strong planning and organisational skills to manage high volumes of changes to software applications.