Service Delivery Manager - Applications Management

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
 
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
 
From prototype to real-world impact - be part of a global shift by doing work that matters.

The Service Delivery Manager (SDM) role provides the operational point of contact for the Client and Delivery Management community into operations, for customers who receive service from Endava’s Application Management service offer. The SDM is responsible for assuring the introduction, delivery and improvement of services to the committed Service Level Agreements (SLAs).

The role holder will need the confidence to operate across all the Delivery Units, drawing on technical, operational and support resources to deliver tasks within agreed deadlines, to resolve client issues and implement processes to help drive the operational and commercial effectiveness of Applications Management services.

• Managing day-to-day delivery of services in order to achieve the agreed contractual objectives
• Acting as single point of contact for client counterparts for end-to-end delivery of projects and services throughout the lifecycle
• Acting as bridge between client dedicated account teams and AM/other shared delivery teams
• Managing client communications for incidents and change
• Owning the transition of projects and services into live service
• Ensuring client specific knowledge and processes are understood and maintained for delivery teams
• Working with internal Service Management team to ensure all Endava processes are implemented to meet client and contractual requirements
• Client and internal reporting
• Managing the Continual Service Improvement program
• Operational budget management
• Assist in preparing commercial proposals (answer RFPs)
• Leading one or more cross-functional teams

• Experience of working within a busy IT customer services and support operation
• Strong written and verbal communication skills in English
• Experience with Agile methodology/ITIL concepts and practices
• Demonstration of good commercial awareness
• Experience of direct communication and tasks coordination with client management
• A clear understanding of the relationship between IT and the client business
• Previous team leadership experiences
• Awareness of AI and how it can help improve service delivery is a plus

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;   
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.