Service Delivery Manager

The service delivery manager is responsible for the successful delivery of Javelin Group’s Business as Usual projects – those include continuous bug fixing and small change requests. Success is measured against timeline, budget, quality, client satisfaction, colleague satisfaction and adherence to Javelin Group processes.

The service delivery manager ensures the projects are effectively resourced and manages relationships with Javelin Group and key stakeholders. The service delivery manager is responsible for managing the work of consultants and third parities, allocating and utilizing resources in an efficient manner and maintaining a co-operative, motivated and successful team.

Duties and Responsibilities

The service delivery manager role is multi-faceted, as follows:

Project set up

  • Work with the key stakeholders to understand the initial scope for a new project

Project delivery

  • Responsible for the overall successful delivery of a project, through the complete project lifecycle. This includes ensuring that the project is delivered on time and budget; achieves the target margin; and meets client and technical requirements
  • Develop, maintain and manage the project plan, ensuring the right balance of scope, budget, timeline and risk is in place
  • Ensures project is on track, as well as focussing on quality of deliverables, project schedule, client satisfaction, financial performance, risks, issues and ensuring the key stakeholders are aware of any additional efforts and add-on work required
  • Produce regular project reports to all stakeholders including the project team
  • Organise and chair regular project team meetings e.g. inception/scoping meetings, phase kick-off meetings, steering committee meetings, daily stand ups etc.
  • Ensure that all disciplines within the project team (PM, BA, Architect, Lead Developer, Tester) are working together, understand their goals, have a voice on plans, quality, progress and resolve any cross functional issues
  • Work with the Head of Managed Services to ensure sign off of key documentation and artefacts e.g. financial plans, SOWs, invoice requests, change requests, project reporting, PDD, commercially sensitive emails, scope documents, etc. before they are sent to the client and/or Javelin Group finance department
  • Follow Javelin Group internal processes
  • Understand and ensure internal processes are followed throughout a project by the project team
  • Define the project milestones against which progress is tracked throughout the project
  • Work on the continuous improvement of the Javelin Group project delivery method and processes, incorporating any lessons learnt from the project
  • Ensure JIRA is kept up to date
  • Client management
  • Establish and maintain an effective working relationship with the client, including ongoing communications (according to the project communications plan), and expectation management
  • The client must trust the service delivery manager and be able to seek his/her advice
  • Seek advice from the Head of Managed Services of any ‘political’ or financial communications that need to be sent to the client

Skills and Attributes


  • Excellent communication skills – must have experience of communicating up to Board level within a client organisation
  • Excellent English both verbal and written
  • Ability to work as part of a matrix team
  • Ability to lead and manage a team of developers, QA, BA, TA and etc.
  • Excellent motivating skills
  • Ability to prioritise work and project tasks
  • Ability to operate with an appropriate level of detail


  • Has previously worked for a retailer
  • Has a background in business analysis or development

Experience and Knowledge


  • Has successfully delivered retail system solutions and associated technologies
  • Has experience of managing full life cycle development (design, development, testing and implementation)
  • Experience of working in a consultancy environment
  • Being responsible for and managing project budgets of £1M+


  • Experience of running large teams to deliver ecommerce solutions
  • Experience of running all phases of multiple ecommerce projects

Education and Qualifications


  • Degree level educated


  • Prince 2 qualified
  • PMP
  • Experience of Agile

To apply, please send your CV and covering letter to

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