Exciting Opportunity! Join Odevo as a Service Delivery Manager
Odevo continues to redefine residential property management through technology, innovation, and exceptional service. As we scale our digital and operational capabilities across our UK Operating Companies (OpCos), we are strengthening how IT services are delivered, governed, and continuously improved.
We are now looking for a highly capable, service-focused Service Delivery Manager to join our UK IT Operations team and play a key role in ensuring reliable, high-quality IT services across Odevo UK and its Operating Companies.
Position: Service Delivery Manager
Company: Odevo UK
Location: Hybrid – London / UK-based offices
Working Hours: Monday to Friday, 37.5 hours per week
Salary: Competitive and aligned to experience
Contract: Permanent
Our benefits package includes 25 days annual leave plus public holidays, private healthcare, pension contributions, staff discounts, and more.
The Role
As a Service Delivery Manager, you will be responsible for overseeing the end-to-end delivery of IT services to Odevo UK and its Operating Companies. You will ensure services meet agreed SLAs, manage service performance and escalations, and drive continuous service improvement across the organisation.
This role is central to maintaining operational stability while improving service quality, customer satisfaction, and efficiency. You will lead service teams, manage third-party vendors, oversee service processes, and work closely with stakeholders to ensure IT services support evolving business needs across a multi-entity environment.
Key Responsibilities
- Oversee IT service delivery across Odevo UK and OpCos, ensuring SLAs and quality standards are consistently met
- Lead and manage Service Desk operations, ensuring a high standard of customer experience
- Act as a key point of escalation for service-related issues, including P1 incidents and Major Incidents, ensuring timely resolution and clear communication
- Own and drive Major Incident Management processes, including post-incident reviews and root cause analysis
- Build strong relationships with OpCos and internal stakeholders through regular service reviews, workshops, and engagement sessions
- Monitor service performance, analyse metrics, and drive continuous improvement initiatives
- Develop, maintain, and improve IT service management processes and standards, including Incident Management and Request Fulfilment
- Identify Continuous Service Improvement (CSI) opportunities and transition improvements into day-to-day operations
- Lead, mentor, and support the service delivery team, fostering a culture of accountability, high performance, and employee engagement
- Support recruitment, onboarding, training, and development of service team members
- Manage third-party vendors, including performance management, contracts, licensing, and invoicing
- Oversee software licensing and maintain an accurate, evolving service catalogue
- Identify service delivery risks, ensure compliance with governance and standards, and support audit requirements
- Ensure clear, professional communication with stakeholders across all channels
- Support general operational activities, including ad hoc tasks, calls, and email traffic as required
Experience Required
- Proven experience in IT service delivery management within a complex or multi-entity environment
- Strong understanding of IT operations, infrastructure, and service management frameworks
- Experience setting up, transforming, or improving service delivery teams
- Demonstrable experience managing service teams and third-party vendors
- Solid knowledge of SLAs, KPIs, and service performance reporting
- Strong experience handling escalations and operating in high-pressure environments
- Excellent communication, stakeholder management, and conflict resolution skills
- Strong leadership abilities with a hands-on, service-oriented mindset
Desirable Qualifications
- ITIL, COBIT, or equivalent service management certifications
- Experience with ITSM tools (Freshservice desirable)
How to Apply
Ready to take the next step in your IT service delivery career? Explore Odevo on LinkedIn or visit our website to view our current opportunities. For more information or to speak with our recruitment team, call 0204 6043118 and quote reference Ref #LI-EW1.
Please note: Candidates must have the right to work in the UK without restrictions. Some benefits may be subject to a qualifying period.