Valtech Manchester, England, United Kingdom

The role

As a Service Delivery Manager, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You will be the key interface between Valtech’s Managed Services organisation and client stakeholders. Your focus will be ensuring the stability and performance of live services through effective management of incidents, problems, and service improvements. Alongside day-to-day support and ITIL-aligned processes, you will also play a central role in managing ongoing Agile enhancement workstreams, overseeing the prioritisation, planning, and delivery of feature developments, changes, and releases. You will ensure these are implemented in a controlled and predictable way that balances client strategic objectives with operational stability. You’ll work closely with 1st and 2nd line engineering teams, delivery squads, feature engineers, and client Product Owners and Technical Leads to manage both unplanned service issues and planned enhancement activities. This includes ensuring incidents are logged, prioritised, escalated, and resolved within SLA, while also coordinating Agile planning cycles and release schedules to deliver continuous value. You will lead service reviews, provide regular service and utilisation reporting, and deliver insights into trends, risks, and improvement opportunities. Acting as a trusted point of contact, you will balance operational excellence with strong relationship management, ensuring a seamless experience that gives the client confidence in Valtech as a long-term partner.

Role Responsibilities

• Accountable for managing incidents, problems, queries and changes across client services.
• Ensure clear, timely, and effective resolution of incidents and escalations.
• Own and coordinate release and deployment activities.
• Produce and present monthly service performance and utilisation reports to internal stakeholders and clients
• Provide line management and leadership within the Service Management team.
• Communicate effectively with demanding clients, third parties, and internal teams across multiple channels.
• Maintain and grow client contracts and commercial agreements, ensuring financial performance is achieved.
• Build and manage strong relationships with key senior client stakeholders.
• Oversee Agile retainer engagements and coordinate planning and prioritisation with client Product Owners and Technical Leads.
• Lead the onboarding of new clients and accounts, ensuring a smooth transition into managed services.
• Occasional travel to client sites as needed, strengthening relationships and supporting effective service delivery.
• Maintain awareness of the full Valtech services portfolio and proactively identify up-sell and cross-sell opportunities.

Must Have Experience

• Proven experience as a Service Delivery Manager, with responsibility for managing incidents, problems, changes, and releases in live digital service environments.
• Strong knowledge of ITIL service management practices, with practical application across Incident, Problem, Change, and Release Management.
• Demonstrated ability to handle escalations and drive timely resolution of complex service issues.
• Experience in line management, including coaching, mentoring, and developing service management or support teams.
• Strong background in forecasting, budget management and financial control.
• Solid understanding of common customer service management tools and processes.
• Experience managing contractual service performance within SLAs, including taking corrective action to mitigate or remediate breaches.
• Ability to work independently, make effective decisions, and collaborate successfully within cross-functional teams.
• Excellent communication skills, with the ability to engage and influence demanding clients, third parties and internal stakeholders.
• Strong business acumen with proven relationship management skills.

Nice To Have Experience

• Exposure to Agile delivery environments, with experience collaborating closely with development and project teams.
• ITIL certification (Foundation or higher).
• Hands-on experience with Jira (Software and Service Management) and Confluence.
• Previous experience working in a digital agency, technology consultancy or similar environment, or exposure to technical roles that provide a strong understanding of software engineering and delivery practices

Commitment to reaching all kinds of people

We encourage applicants from all backgrounds. We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. Explore our Diversity & Inclusion site to see how we’re creating a more equitable Valtech for all.

The Benefits

This is a permanent position based in the UK.

Beyond a Competitive Compensation Package, We Offer

• Flexibility, with remote and hybrid work options (country-dependent)
• Career advancement, with international mobility and professional development programs
• Learning and development, with access to cutting-edge tools, training and industry experts

Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process.

Your application process

Once you apply, our Talent Acquisition team will review your application. If your skills and experience align with the role, we’ll reach out for next steps.

We are committed to inclusion and accessibility. If you need reasonable accommodations during the interview process, please either indicate it in your application or let your Talent Partner know.

About Valtech

Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world. At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate.