Service Delivery Manager

Permanent

UK

LIFE AS A SATALIAN

As an organisation, we push the boundaries of data science, optimisation and artificial intelligence to solve the most complex problems in the industry. Satalia, a WPP  company is a community of individuals devoted to working on diverse and challenging projects, allowing you to flex your technical skills whilst working with a tight-knit team of high performing colleagues.

Led by our founder and WPP Chief AI Officer Daniel Hulme, Satalia’s ambition is to become a decentralised organisation of the future. Today, this involves developing tools and processes to liberate and automate manual repetitive tasks, with a focus on freedom, transparency and trust. At the core of our thinking is an approach to wellbeing and inclusivity. We unpack human behaviour and unpick prejudice to ensure a safe and inviting environment. We offer truly flexible working and allow our employees to find the working practice that makes them most productive. At Satalia, your opinion matters and your achievements are celebrated.

The Role

The candidate should have a good technical understanding of Enterprise AI and Optimization solutions and how these deliver value within complex Logistics and Business Solutions domains. This is a strategic role focused on building and scaling Satalia’s Service Delivery practice. You will be responsible for defining the service offering, ensuring excellence in the delivery and lifecycle management of AI solutions, and integrating with internal technical teams and WPP partners. You will deal confidently with key enterprise customers, own the service relationship, plan the growth of the practice, and identify opportunities to leverage Satalia's AI capabilities to automate and enhance service delivery processes. A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role

What you will be doing:

• Define the Service Delivery practice's operating model, standards, and tools, promoting high-autonomy, transparent, and scalable service management aligned with Satalia's decentralised goals.

• Develop and maintain a good customer relationship.

• AI/Solution Lifecycle Management: Co-ordinate and facilitate the contracted delivery and operational lifecycle of Satalia's AI and Optimization solutions to key customers in the logistics and solutions sectors.

• Be the primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customer satisfaction remain high.

• Ensure that escalations and communications are managed in line with documented contract standards.

• Ensure all agreed SLAs are met for incidents & service requests.

• Develop and maintain a productive and close working relationship with relevant account and customer teams

• Automate Service Delivery: Lead the initiative to leverage AI tools for automating manual, repetitive tasks within service delivery

• Build appropriate working relationships with any third parties involved in the delivery of in-scope production services to the customer.

• Support the production of weekly and monthly service reports for customers against the agreed targets, SLA’s, KPI’s, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost-saving opportunities.

• Conduct regular service reviews on a monthly/quarterly basis.

• Liaise with customers to agree on problem priorities and delivery.

• Ensure changes, releases or upgrades to customer production environments are managed effectively and in a timely manner through an agreed change & release management process.

• Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using agreed Problem and Change Management processes.

• Conduct Root Cause Analysis for all Priority 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP).

• Ensure Support Activities are managed within the contracted Support Budget.

• Work with support and development teams to ensure problem fixes are planned into releases and delivered.

Your Responsibilities 

• Excellent communication, interpersonal, and leadership skills.

• Strong analytical and problem-solving skills.

• Ability to manage multiple projects and priorities effectively.

• Extensive experience in a Support function.

• Process Knowledge: Strong analytical and problem-solving skills, with a working understanding of the MLOps lifecycle and modern DevOps practices.

• Extremely results driven, will always go the extra mile to deliver expected results.

• Financially aware and able to contribute to the effective running of the account.

• Clear & concise communication skills – both written and oral.

• Proven track record in building and maintaining strong relationships with customers including working from customer sites when required.

• Strong leadership skills with a proven track record of managing, developing, and leading multi-disciplined teams.

• Strong problem-solving, time management, and organizational skills.

• Experience of providing out of hours support for high severity incidents.

• Exposure to “follow the sun” support models.

WHAT WE OFFER:

• Benefits - enhanced pension, life assurance, income protection, private healthcare; 

• Remote working - café, bedroom, beach - wherever works;

• Truly flexible working hours - school pick up, volunteering, gym;

• Generous Leave - 27 days holiday plus bank holidays and enhanced family leave;

• Annual bonus - when Satalia does well, we all do well;

• Impactful projects - focus on bringing meaningful social and environmental change;

• People oriented culture - wellbeing is a priority, as is being a nice person;

• Transparent and open culture - you will be heard;

• Development - focus on bringing the best out of each other;

Satalia is home to some of the brightest minds in AI and if you’re looking to join a company who not only values autonomy and freedom, but embraces a culture of inclusion and warmth, we’d love to hear from you.

We aim to respond to all applications within 2 weeks. If you have not heard from us within 2 weeks this means your application has been unsuccessful. By applying to Satalia you are expressly giving your consent for the collection and use of your information as described within our Satalia Recruitment Privacy Policy. Good luck!