Service Delivery Manager (SDM) (Restaurants)

Location: Chiswick, West London, England, at the customer site; full-time onsite

Company

hirify.global provides a unified commerce platform, payments capabilities, and technology services for retail and restaurant businesses.

What you will do

• Act as the primary onsite contact for service delivery and build trusted relationships with customer stakeholders.
• Own day-to-day service performance, contractual commitments, SLAs, KPIs, incidents, changes, and problem management.
• Coordinate Service Desk, Incident Management, Engineering, Field Services, Supplier Management, and Customer Success teams.
• Lead operational response during service disruptions, major incidents, escalations, and customer-impacting issues.
• Analyze service data and deliver weekly, monthly, and quarterly reviews with actionable business insights.
• Lead root-cause analysis, service improvement, modernization, risk reduction, retention, and account growth initiatives.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Management, or a related discipline.
• 7–10 years of experience in service delivery, customer success, account management, operations management, or related technology services roles.
• Experience managing strategic enterprise customer relationships, preferably in the Quick Service Restaurant industry.
• Strong knowledge of ITSM processes, including incident, problem, change, request, and service level management.
• Experience managing contractual SLAs and KPIs, customer escalations, service risks, and executive-level service reviews.
• Proficiency with Microsoft 365, ServiceNow or similar ITSM platforms, and reporting tools such as Power BI.

Nice to have

• Experience with supplier and third-party service management.
• Experience supporting contract retention, account growth, proposals, and strategic planning.

Culture & Benefits

• Customer-focused environment centered on service quality, operational excellence, and continuous improvement.
• Collaboration across global and cross-functional teams.
• Commitment to equal employment opportunity and an inclusive workplace.
• Employment is conditional upon completing applicable screening criteria.