Service Delivery Manager Location: Waterlooville – Hybrid (3 days of8ice, 2 days remote) Salary: £50k – £55k
Overview An experienced Service Delivery Manager is required to lead and continuously improve managed IT service delivery. The role is responsible for ensuring consistent, high-quality customer outcomes while leading and developing technical teams. A key focus is embedding structured service management practices aligned with /IEC 20000-1 to drive continual improvement and operational excellence.
Key Responsibilities People Leadership – Lead and develop Service Desk and engineering teams – Conduct performance reviews, 1:1s, and development planning – Manage workload, wellbeing, and team capacity – Set clear behavioural and performance expectations
Service Delivery – Own day-to-day service delivery across managed services – Ensure effective management of incidents, requests, problems, and changes – Maintain performance against SLAs and service targets – Drive consistency and reduce operationalin efficiencies
Customer Experience – Own customer service experience, including escalations – Work with stakeholders to align delivery with expectations – Lead service reviews and track improvement actions – Act as escalation point for service issues
Service Management (ISO/IEC 20000-1) – Maintain and improve ISO-aligned service management practices – Ensure effective use of the Service Management System (SMS) – Apply policies and processes in a practical, consistent way – Support audits and continual improvement initiatives
Continuous Improvement – Identify and deliver service improvement initiatives – Use data and feedback to inform decisions – Collaborate with internal teams on service transitions and changes
Information Security – Adhere to information security policies and ISO-aligned controls – Protect customer data and report risks or incidents
Required Experience – Experience as a Service Delivery Manager in an MSP or IT services environment – Strong team leadership and development experience – Practical experience with ISO/IEC 20000-1 aligned service management – Strong understanding of ITSM processes (incident, problem, change, request) – Experience managing SLAs, reporting, and service performance – Strong stakeholder and customer management skills – Ability to handle escalations and complex service issues – Balance of operational delivery and strategic improvement
Desirable – ITIL certi8ication or equivalent experience – Experience supporting ISO audits Attributes – Strong people leadership and communication skills – Customer-focused and accountable – Calm under pressure with sound decision-making – Organised, pragmatic, and adaptable – Continuous improvement mindset
”, “datePosted”: “2026-05-21”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Digital Waffle”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__438250803__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=497” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Waterlooville” } } }Service Delivery Manager Location: Waterlooville – Hybrid (3 days of8ice, 2 days remote) Salary: £50k – £55k
Overview An experienced Service Delivery Manager is required to lead and continuously improve managed IT service delivery. The role is responsible for ensuring consistent, high-quality customer outcomes while leading and developing technical teams. A key focus is embedding structured service management practices aligned with /IEC 20000-1 to drive continual improvement and operational excellence.
Key Responsibilities People Leadership – Lead and develop Service Desk and engineering teams – Conduct performance reviews, 1:1s, and development planning – Manage workload, wellbeing, and team capacity – Set clear behavioural and performance expectations
Service Delivery – Own day-to-day service delivery across managed services – Ensure effective management of incidents, requests, problems, and changes – Maintain performance against SLAs and service targets – Drive consistency and reduce operationalin efficiencies
Customer Experience – Own customer service experience, including escalations – Work with stakeholders to align delivery with expectations – Lead service reviews and track improvement actions – Act as escalation point for service issues
Service Management (ISO/IEC 20000-1) – Maintain and improve ISO-aligned service management practices – Ensure effective use of the Service Management System (SMS) – Apply policies and processes in a practical, consistent way – Support audits and continual improvement initiatives
Continuous Improvement – Identify and deliver service improvement initiatives – Use data and feedback to inform decisions – Collaborate with internal teams on service transitions and changes
Information Security – Adhere to information security policies and ISO-aligned controls – Protect customer data and report risks or incidents
Required Experience – Experience as a Service Delivery Manager in an MSP or IT services environment – Strong team leadership and development experience – Practical experience with ISO/IEC 20000-1 aligned service management – Strong understanding of ITSM processes (incident, problem, change, request) – Experience managing SLAs, reporting, and service performance – Strong stakeholder and customer management skills – Ability to handle escalations and complex service issues – Balance of operational delivery and strategic improvement
Desirable – ITIL certi8ication or equivalent experience – Experience supporting ISO audits Attributes – Strong people leadership and communication skills – Customer-focused and accountable – Calm under pressure with sound decision-making – Organised, pragmatic, and adaptable – Continuous improvement mindset
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