AES Service Delivery Lead - Senior Manager

Location: London or Manchester, United Kingdom; locations across the UK will be considered. Hybrid working is split between office, home and client site.

Company

hirify.global’s Operate business delivers technology-enabled managed services, risk, regulation and compliance solutions for organisations worldwide.

What you will do

• Lead end-to-end AES service delivery, ensuring agreed SLAs, quality, risk and compliance standards and strong client outcomes.
• Lead and develop Service Delivery and Customer Success teams, providing senior oversight, coaching, client relationship management and escalation support.
• Own and evolve service management in alignment with ITIL and ISO 20000-1, including governance, mobilisation, service transition and continuous improvement.
• Oversee the transition of new services into BAU and maintain scalable operational frameworks.
• Shape the future of AES delivery through AI, automation, standardisation and capacity planning across UK and global teams.
• Manage commercial outcomes, including P&L, profitability, bids, RFPs and scalable managed-service design.

Requirements

• Strong technology and service delivery leadership experience overseeing complex application managed services across multiple clients, platforms and technology environments.
• ITIL certification, ideally ITIL 4 Managing Professional, with practical knowledge of service governance, continuous improvement, SLAs, XLAs, KPIs, risk and compliance.
• Effective people leadership across Service Delivery, Customer Success and technical teams working through UK, nearshore and offshore delivery models.
• Commercial awareness, including P&L management, profitability improvement, bids, RFPs and scalable managed-service design.
• Strong client and stakeholder management skills, including senior relationship building, escalation management and service evolution.
• Technology awareness across Oracle, Microsoft and/or Salesforce, plus cloud, SaaS, AI and automation.
• Familiarity with ServiceNow ITSM, including dashboards, reporting and service insights.

Culture & Benefits

• Empowered flexibility with a working week split between office, home and client site.
• Private medical cover and 24/7 access to a qualified virtual GP.
• Six volunteering days per year.
• Inclusive culture focused on belonging, diverse perspectives and practical workplace adjustments.
• Competitive overall package and benefits designed to support employees throughout their careers and personal lives.