Are you an experienced, people focused Service Delivery Manager looking for a role where you can lead from the front in a structured, customer-centric environment?
Our client is an established and growing managed IT services provider with a strong reputation for quality and care. This role offers the opportunity to take real ownership of service delivery within a close-knit team and the chance to shape and improve how services are delivered across the business.
Service Delivery Manager
Waterlooville (Hybrid – 3 days office, 2 days home)
£47,000 to £53,000 per annum
In this role, you will be working within a team of 11 accountable for the day-to-day performance of managed IT services, the development of the Service Desk and Specialist Engineering teams, and the overall customer experience.
Looking for someone experienced, logical, and driven – someone who can hit the ground running, bring clarity and structure, and isn’t afraid to constructively challenge when needed.
Key Responsibilities
- Lead, support, and develop the Service Desk and Specialist Engineering teams in a positive, people-first environment
- Own day-to-day service delivery across all managed services
- Conduct regular one-to-ones, performance reviews, and development planning
- Maintain and improve service management practices aligned with ISO/IEC (phone number removed)
- Identify and deliver service improvement initiatives
- Use service data and feedback to inform decision-making
- Collaborate with Security, Operations, and wider teams to ensure smooth transition of new or changed services
Skills and Experience
Essential
- Proven experience in a Service Delivery Manager or similar role within IT services
- Strong background leading and developing technical teams
- Experience working within an ISO/IEC (phone number removed) aligned environment (using it to improve service, not just for compliance)
- Solid understanding of IT service management principles (incident, problem, change, request)
- Experience owning SLAs, service reporting, and improvement initiatives
- Confident communicator with the ability to manage escalations professionally and empathetically
- Structured, organised, and comfortable taking accountability
Desirable
- ITIL certification (or equivalent practical experience)
- Experience supporting ISO audits
- Background within an MSP environment
- Experience working alongside Customer Success or relationship management teams
Why Apply?
This is a local opportunity within a smaller, caring organisation where you can genuinely make an impact. You’ll have visibility across the business, the chance to learn broadly, and the autonomy to shape service delivery in a meaningful way.
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