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Service Delivery Manager

Internal IT


The Service Delivery Manager is a key role within Internal Tech at Endava, whose primary responsibility is the day-to-day management of a services portfolio.

The SDM is responsible for delivering any agreed contracted services to the internal customers from the initial transition and throughout the live service. This involves all aspects of delivering a service from monitoring and managing SLAs, production of monthly reports, continual service improvement, and management of any operational support issues such as Major Incident Management.


  • Develop client relationships
  • Contractual Management: actively participate in Client/internal contract negotiations
  • Production of Service Design requirements
  • Contribute to the efficient estimation of costs, timescales, and resource requirements for the successful delivery of service commitments   
  • Service Catalogue Management: ensure that the Service Catalogue is established, agreed with the Client and kept up to date with contracted services
  • Service Governance: evaluate the status of the services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client services)
  • Process Management: coordinate the establishment and maintenance of the processes required in the provision of Client services                
  • Monitor, measure, and report on regular activities which are subject to contractual agreement or service management processes  (SLA’s, OLA’s or any other contractual targets)
  • CSAT: monitor and influence improved customer experience
  • Problem Management: contribute to problems being addressed in a timely manner, and with minimum impact
  • Service Transition Management: ensure that new services or changes in services are transitioned into support according to established processes            
  • Business Continuity Management: work closely with Client around business continuity, participate in planning and implementation of methods for risk management, impact analysis                                                      
  • Service Improvement Management: ensure Continual Service Improvement (CSI)
  • Participate in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services
  • Act as a bridge between the client and internal operation managers 


Qualifications and Experience

  • Experience working in the delivery of similar ITIL-aligned services to SLAs
  • Knowledge related to IT audits (e.g. SOX, internal security audits, etc.)
  • Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs
  • Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans
  • Excellent written and spoken English
  • Diplomatic and able to remain calm under pressure
  • ITIL Certification is required

The following skills would be a plus:

  • Project Management
  • Experience working on service transitions
  • Previous experience working with shared delivery teams
  • Previous experience working with off-shore or near-shore teams


About Endava

Endava is reimagining the relationship between people and technology. For the past 20 years it has helped some of the world’s leading Finance, Insurance, Telecommunications, Media, Technology, and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 10 000 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria; Central European Countries: North Macedonia, Moldova and Serbia; Latin America: Argentina, Colombia, Uruguay and Venezuela.

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