Service Delivery / B2B / ITSM / Service Desk

Role: Service Delivery Manager (B2B / ITSM / SaaS)

Company: Ecommerce

Location: London, Hybrid

Salary: up to -90,000 basic + Bonus

About You
You are an experienced and proactive Service Delivery Manager who thrives in a fast-paced, high-growth environment. You bring a strategic mindset and a structured approach to organising internal support processes, with a strong focus on scaling operations for future growth.

With excellent communication skills and a deep understanding of B2B & B2C environments, you are confident in optimising technical estates to support both internal teams and external partners, including white-label clients.

About the Role
This is a pivotal leadership role responsible for evolving both the technical estate and support function. While initially focused on enhancing internal service delivery, the primary objective is to build a scalable support framework that enables seamless onboarding and support for external B2B and white-label partners.

You will play a key role in driving continuous improvement across service delivery, processes, and workflows, working closely with product teams, developers, and external vendors to ensure consistently high service standards.

Key Responsibilities

• Rebuild and enhance the internal support function with a strong customer-first mindset

• Develop B2B support readiness frameworks, including SLAs, OLAs, and support pathways

• Optimise support coverage through data-driven insights and clear communication

• Standardise ITSM processes (Incident, Request, Problem Management)

• Lead service desk operations, including tooling, reporting, and escalation processes

• Manage procurement, licensing, hardware/software provisioning, and networking

• Support security and risk initiatives in collaboration with senior IT leadership

• Act as a senior escalation point for complex technical issues

• Define and track KPIs, providing performance insights to leadership

• Support change management and SaaS implementation across the business

• Develop knowledge management frameworks and self-service documentation

• Manage relationships with external vendors and B2B partners

Requirements

• Proven experience in Service Delivery Management, ready to step into a leadership role

• Strong background in B2B support environments or white-label platforms

• Demonstrated ability to improve and scale technical operations

• Strong analytical and problem-solving skills under pressure

• Confidence to challenge and influence stakeholders at all levels

• Excellent communication skills, translating technical concepts for non-technical audiences

• Flexibility to support on-call, weekend, or holiday operations as required

Keywords
Service Delivery Manager, ITSM, B2B Support, SaaS, Service Desk Management, Incident Management, Problem Management, Change Management, SLAs, OLAs, Vendor Management, White-Label Platforms, Technical Operations, IT Infrastructure, Support Frameworks, KPI Reporting, Process Optimisation, Knowledge Management, Stakeholder Management, Continuous Improvement