Service Delivery Lead

About Reply:

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply's services include Consulting, System Integration, and Digital Services.

Role Overview:

This role is a Service Delivery Lead position, owning end-to-end delivery of managed IT and Google Cloud services across multiple clients. You will govern SLAs and ticket flows, act as the primary escalation and relationship owner with client stakeholders, and produce insightful service reports that drive continuous improvement. The position combines strong service governance and data-driven analysis with hands-on client management, often leading a small team and optimising how resources are used. It is ideal for an experienced IT service delivery professional from a cloud-first environment who is confident communicating with executives and navigating complex, high-pressure situations.

Responsibilities:

• Own the end-to-end delivery of managed IT and Google Cloud services across a portfolio of clients, ensuring high-quality, consistent service.
• Act as the primary operational escalation point and trusted advisor for clients, leading regular service review and governance meetings with key stakeholders.
• Define, monitor, and enforce bespoke SLAs, KPIs, and ticket governance, partnering with engineering teams to ensure effective prioritisation and incident resolution.
• Produce accurate, visually engaging monthly service reports, translating technical performance data into clear, executive-ready insights.
• Analyse ticket trends, recurring issues, and root causes to identify efficiencies and drive continuous service improvement across processes and client environments.
• Design, own, and execute Continuous Service Improvement Plans (CSIPs) to enhance service quality, stability, and customer satisfaction.
• Proactively identify service risks and growth opportunities, collaborating with account management to support renewals and account expansion.
• Lead or coordinate a small delivery team, optimising resource allocation and balancing workloads across multiple client accounts.

About the Candidate:

• Has 5+ years' experience in IT service delivery leadership or management, handling multiple concurrent client accounts in a cloud-first environment.
• Has a strong grasp of SLAs, incident triage, ticket lifecycle management, and service governance, ideally within an ITIL-based framework.
• Demonstrates a solid understanding of cloud platforms and modern IT infrastructure, and can translate technical concepts for non-technical executives.
• Excels in verbal and written communication, comfortable with escalations, challenging conversations, and presenting data-backed insights to senior stakeholders.
• Is proficient with PSA/ITSM tools (e.g. Remedy, ServiceNow), able to extract, interpret, and leverage service performance data to drive decisions.
• Shows a calm, organised, and detail-focused approach, thriving under pressure, ambiguity, and shifting priorities.
• Is a collaborative influencer who builds strong internal and client relationships, and can coordinate or lead small teams effectively.
• Has, or can obtain, UK Government SC-level security clearance and is motivated by ongoing professional development and certifications.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.