About this role
Role Purpose
The Service Delivery Manager ensures robust IT Service Management (ITSM) processes across Experian Consumer Services, enabling secure, compliant, and high-performing services. This role owns the ITSM lifecycle, drives operational excellence, and leads continual service improvement (CSI) to deliver exceptional customer outcomes. The successful candidate will have an Agile mindset and champion high-velocity IT to deliver great customer experiences.
Key Responsibilities
Be the Voice of the Customer by advising and influencing internal stakeholders on service delivery, availability, and functionality.Lead Service Reviews, ensuring actions are completed promptly and stakeholders are informed.Maintain a detailed understanding of Experian consumer products, services, and customer journeys.Collaborate with Technical Program Management to create high-quality service acceptance packages for new deployments.Day-to-Day Duties
Own daily service health: error budgets, availability, capacity, and performance for all consumer products and services.Manage Major Incident process (bridge run, comms, business impact assessment) and post-incident reviews with corrective actions.Drive Problem Management (RCA, trend analysis, KEDB, PIRs) and push systemic fixes into engineering backlog.Maintain service definitions, support models (RACI), runbooks, and knowledge base articles.Work closely with Risk, Compliance & Security to support vulnerability, patching, and control assurance.Act as the primary service contact for all ITSM activities with ECS and manage vendor relationships.Run CSI pipeline; identify automation, observability, and process improvements.Embed proactive monitoring (APM, logs, synthetic checks) with actionable alerts and SRE practices.Coach teams on service culture and operational readiness.Characteristics
Service ownership mindset with high accountability and follow-through.Calm under pressure; decisive during incidents with clear, empathetic communication.Analytical problem-solving and evidence-based decision-making.Strong stakeholder engagement and conflict resolution skills.Continuous improvement orientation; pragmatic and value-focused.Ability to coach and mentor junior team members. ITIL v4 Foundation (required), Managing Professional desirable.10 to 14 years of proven experience in a Service Delivery environment or role.Required Skills
Ability to communicate the benefits of ITSM practices in an Agile context.Strong planning and delivery skills at both strategic and tactical levels.Leadership in resolving complex problems collaboratively.Experience with ITSM tools (ServiceNow).Data literacy for dashboards and trend analysis; familiarity with cloud platforms (AWS). Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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