Senior Service Delivery Manager (Commerce) at Wunderman Thompson Commerce, London/Remote, £Contract Rate

  • Contract Spy
  • Hybrid (London, UK)
  • Feb 08, 2024
Duration not stated Information Technology Marketing

Contract Description

Senior Service Delivery Manager wanted to join our Service Operations team on a contract basis.

We are looking for a Senior Service Delivery Manager to join one of our high profile clients Commerce Services,

Contract - Flexible/Remote working

Senior Service Delivery Manager (SSDM) is accountable for the operational delivery, governance, and principle oversight of one or more Customers Commerce Services.

As the Service representative to the Customer, the SSDM is responsible for ensuring the customer is able to conduct day to day business leveraging Engineering and Operational teams to support them in maintaining availability and operational performance of the customers service.

This role is a combination of Service Management, Service Delivery, and Relationship management with a focus on strategic, tactical, and leadership

What you'll be doing:

Customer facing:

  • Represent the VML C&T at varying levels across the customers organization acting as the operational focal point whilst developing and maintaining excellent customer relationships with the support of the Account Manager.
  • Overall accountability for the Quality of Service and ensure the contracted scope of service is delivered to SLA's and that levels of customers satisfaction remain high.
  • Develop strong and productive working relationships with WTC stakeholders and relevant Account management teams.
  • Identify and drive Customer value streams using strong data analytics, commercial acumen and business centric approach with internal WTC teams to increase our value to our clients.
  • Accountability for the implementation of the Service Governance Framework that ensures the timely, stakeholder lead, and accurate production of weekly and monthly service reports measuring customers Service Performance targets.
  • Undertake data analysis of trended performance metrics to propose improvement opportunities to the customers overall service provision, influence strategic account direction, identify revenue opportunities and manage technical debt whilst contributing the general improvements within WTC.
  • Acts as the primary point of escalation for the customer and WTC Management during outages or periods of severe disruption.
  • Has oversight and accountability for Operational risk management within the customer service on behalf of WTC and ensuring mitigation strategies are implemented.
  • Lead peak demand forecasting, planning, preparation and oversight of its implementation ensuring excellent communication to the client and WTC stakeholders.


  • Principle ownership of one or more Service Management governance process and its ongoing evolution using industry standard frameworks (Agile, ITIL, DevOps)
  • Accountability for successful adoption and implementation for all WTC Service Governance processes within their client base.

Leadership & Influencing:

  • Provides leadership, guidance and mentoring to Service Delivery professionals covering all elements of Service promoting the adoption of industry lead Service Management principles and practices.
  • Builds and maintains critical Senior level relationships with internal and external stakeholders
  • Provides support to the Account Managers and Delivery Teams where needed to influence strategic and tactical decision making relating to account growth.
  • Provide input into and advise on commercial contractual agreements representing Service Operations within their account base.

Supporting activities:

  • Participate in the on-call escalation rota as required
  • Undertakes Service Design within WTC for new products and services in aligned clients and may be requested to support new client engagements.
  • Build and manage appropriate working relationships with WTC partners involved in the delivery of services to the client using the appropriate Supplier Relationship Management methods.
  • Ensure Support Activities and Resourcing are managed within contracted Support Budget and contribute to the account P&L
  • Contribute to the maintenance of the Service Catalogue and share responsibility for ensuring this is accurate.

Management information:

  • Create and ensure the distribution of monthly client management information packs highlighting, Service performance (KPI's, SLA's, Business Outcomes), Escalations, Business demand, Risks, Continual Improvements, and Customer satisfaction using a blend of qualitative and quantitative data.
  • Creates and owns a consolidated view of the service backlog of escalations, issues, and improvements with relevant business cases and budgetary approvals at a customer level.
  • Baselines and drives customer satisfaction surveys and improvements for the client base working cross functionally to deliver

What we want from you:

  • Demonstrable evidence & experience of managing multiple IT services within a significant and complex eCommerce environment (or similar large-scale services)
  • Ability to influence and negotiate at all levels up to and including senior/executive management both internally and externally.
  • Experience of owning and delivering complex improvement plans and actions with documented outputs.
  • Extensive and in-depth knowledge of owning and evolving ITIL v3 or v4 Service Management processes across one or more areas is essential
  • Extremely results driven, and outcome focused.
  • Experience of all the Service Management principles is essential
  • Experience of working within and implementing onshore and offshore global support models
  • Financially aware, experience of running a P&L and ensuring the cost efficiency of the account.
  • Strong leadership skills with proven track record of managing, developing and leading multi-disciplined teams
  • Strong problem solving, time management and organizational skills
  • Experience of working in an Agile aligned organisation is highly desirable.
  • Experience of providing out of hours support for high severity incidents
  • Excellent communication skills, both written and verbal

If you know any of this even better!

  • Linux, Unix, Windows operating systems
  • An ITIL v3 or v4, CASM accreditation is highly desirable
  • CQ5, Bootstrap, SASS, CSS, JavaScript, jQuery, AngularJS, Java, J2EE, MySQL, Maven, SPRING MVC, REST web services
  • Hosted, and cloud (AWS, Azure, Google) environments
  • Exposure to software development environments
  • Exposure to Java/J2EE and web technologies

VML is a leading creative company that combines brand experience, customer experience, and commerce to create connected brands and drive growth. VML is celebrated for its innovative and award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Intel, Microsoft, Nestl\xc3\xa9, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave Reports, which name WPP as a Leader in Commerce Services, Global Digital Experience Services, Global Marketing Services and most recently, Marketing Measurement & Optimization. As the world's most advanced and largest creative company, VML's global network is powered by 30,000 talented people across 60-plus markets, with principal offices in Kansas City, New York, Detroit, London, S\xc3\xa3o Paulo, Shanghai, Singapore, and Sydney.

AT VML Commerce & Technology:

Our commerce and technology division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world's leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestl\xc3\xa9, Sainsbury's, Selfridges, Shell and Tiffany & Co.

We've built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia.

Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we're looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our clients' successes and believe that anyone can show creative bravery no matter what their role is in the team.

If you need reasonable adjustments at any point in the application or interview process, please let us know.

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization-creators, doers, innovators, makers, and thinkers-who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

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