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About the Role

We are seeking an experienced ITIL Service Delivery Manager to join our lean global, cloud-only organisation. In this critical role, you will bridge technical cloud operations and the business, ensuring efficient and consistent IT service delivery aligned with business expectations. Operating in a complex, regulated, multi-cloud environment, you will balance agility with governance, build and own ITIL processes, manage escalations, and drive continuous improvement. Leveraging ITIL 4 best practices, you will ensure cloud services provide maximum value, maintain high availability, and meet strict SLAs.

Responsibilities

Define and Monitor SLAs and OLAs for all cloud and business services.
Prepare and lead regular service review meetings with stakeholders.
Generate comprehensive reports on service availability, response times, resolution times, and service health using ITSM platforms.
Act as the primary escalation point for major incidents, outages, or SLA breaches.
Participate in and guide major incident bridges to ensure swift restoration of cloud services.
Drive root-cause analysis for recurring incidents and ensure permanent fixes are implemented.
Consolidate and monitor cloud consumption and billing across various CSPs.
Collaborate with third-party cloud vendors and internal engineering teams to ensure external services meet contractual obligations.
Ensure cloud services comply with organisational standards, security policies, and regulatory requirements.
Proactively identify service process bottlenecks, recurring incidents, and areas for service enhancement.
Lead continual improvement initiatives to optimise cloud service delivery.
Assess the impact of proposed changes to the cloud environment and mitigate risks during releases.

Requirements

Minimum of 5+ years of experience in IT Service Management.
At least 2 years operating as a Service Delivery Manager in a cloud-centric or cloud-only environment (e.g., AWS, Azure, Google Cloud).
Active ITIL 4 Foundation certification is mandatory.
Proven experience working in a global organisation, managing services across multiple time zones.
Strong background in managing third-party vendors and cloud service providers.
Extensive hands-on build experience with Freshservice.
Exceptional ability to translate complex technical issues into clear business impacts.
Strong analytical skills to interpret performance data and drive improvements.
Adept at managing the tension between business agility and IT governance/control.
Proficiency with enterprise ITSM platforms (e.g., FreshService).
Basic understanding of cloud billing models (FinOps).

Skills

ITIL 4
Freshservice
Service Level Management
Incident Management
Problem Management
Change Management
Release Management
Cloud Operations
Multi-Cloud Environments
Vendor Management
Compliance
Security Policies
Regulatory Requirements
Strategic Communication
Analytical Thinking
Conflict Resolution
ITSM Tools
Financial Acumen
FinOps

Location

Global

Work Type

Cloud-only
Global

Experience Level

5+ years of experience in IT Service Management
2+ years as a Service Delivery Manager in a cloud-centric or cloud-only environment

Education Level

Active ITIL 4 Foundation certification
Advanced ITIL 4 certifications (e.g., ITIL 4 Specialist: Acquiring & Managing Cloud Services or Managing Professional) are highly desirable.

Salary/Compensations

Competitive salary and benefits package

Benefits

27 days holiday per year
Pension contributions
Private healthcare
Discounted dental insurance
Enhanced maternity/parental leave
Cultural stimulation allowance - £250 per person per year
Half days off before bank holidays
Emergency care days for dependants
Up to 5 days volunteering leave per year
Up to 10 days special emergency leave per year
Season Ticket loan
Payroll Giving Scheme
Thursday drinks
Annual Summer and Christmas party
Inclusive bank holidays
Learning opportunities around D&I
Targeted mentoring programmes
Opportunity to participate in Employee Led Networks
Personal development support

About the Company

M&C Saatchi World Services is a specialist division of M+C Saatchi Group, the world’s largest independent communications network.
Our specialists work in office hubs across six continents, grounding our global expertise in local nuance.
We offer award-winning commercial communications capabilities utilized by global organizations to address complex problems across defence, development, diplomacy, homeland and national security, law and order, health, education, and the environment.
We work with clients that want to help the hardest-to-reach, hardest-to-influence audiences.
We are a comms agency that works on behaviour change projects typically focused on issues related to Security, Defence and Stabilization.
We have a record of leveraging creativity to access communities anywhere in the world.

Equal Opportunity

M+C SAATCHI GROUP has pledged its commitment to create a company that values difference, with an inclusive culture.
M&C Saatchi Group continues to be an Equal Opportunity Employer which does not and shall not discriminate, celebrates diversity and bases all hiring and promotion decisions solely on merit, without regard for any personal characteristics.
All employee and candidate information is kept confidential according to General Data Protection Regulation (GDPR).