Service Delivery Manager

Role Overview

Take ownership of high‑impact, customer‑facing IT services and ensure they’re delivered seamlessly and to the highest standards. As a Service Delivery Manager, you’ll sit at the heart of service excellence—balancing operational performance, customer relationships, and continuous improvement.

Key Responsibilities

• Own end‑to‑end service performance against contracts, SLAs, KPIs, and targets.
• Lead by example with hands‑on, customer‑focused leadership and problem‑solving.
• Lead contract and SLA reviews, producing accurate Service Review Packs.
• Monitor performance, incidents, and trends to identify risks and improvement opportunities.
• Support major incidents with a strong focus on customer communication and expectation management.
• Ensure Post‑Incident Reviews are completed and recurring issues are reduced.
• Identify service improvement opportunities using customer feedback and service data.
• Support or lead Service Improvement Plans with Service Assurance and operational teams.
• Report progress and outcomes to key stakeholders.
• Act as the primary operational interface for customers and internal delivery teams.
• Champion ITIL‑aligned ways of working and support service transition for new and changed services.
• Manage service contracts and SLAs, maintain comprehensive service documentation and review packs, and work closely with Service Assurance to identify, agree, and deliver Service Improvement Plans.
• Maintain service stability during major incidents through clear, confident customer communication.
• Champion ITIL best practices, support transition of new and changed services into live operation.

Qualifications & Experience

• Demonstrable experience delivering managed services.
• Strong stakeholder engagement and relationship management capabilities.
• Solid understanding of IT Service Management (ITSM) frameworks.
• Relevant ITIL certification (desirable).
• Experience with service performance management, SLA reviews, incident management, and continuous improvement.

Skills & Knowledge

• Strong service delivery capability with a customer‑first mindset.
• Clear, confident communicator and strong team collaborator.
• Excellent time management and organisational skills.
• Interest in automation and improving service efficiency.
• Strong leadership, interpersonal, and influencing skills.

Personal Attributes

• Strategic thinker who can translate vision into practical, deliverable actions.
• High energy, resilient, and confident operating in high‑pressure situations.
• Skilled negotiator with ability to handle sensitive matters with tact and diplomacy.
• Comfortable working independently while collaborating effectively with wider teams.
• Highly organised with strong attention to detail and ability to manage competing priorities.
• Customer‑focused, adaptable, and solutions‑driven with strong analytical and problem‑solving skills.

Benefits

• 175 hours holiday plus bank holidays.
• Private medical insurance – individual cover.
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
• 24/7 employee assistance programme with an accessible app.
• Family and friends’ discounts on services & products.
• Pension scheme, up to 4% company matched.
• Free on‑site parking.
• Hybrid role – 2–3 days a month in New Milton; must be within the UK.
• 35 hours per week, Monday–Friday 09:00–17:00.

Position Details

• Salary: competitive.
• Location: Hybrid New Milton (2–3 days a month).
• Start date: June/July 2025.
• Internet speed requirement: 5mpbs upload and 15mpbs download.
• Pre‑employment screening required: Right to work checks and two years of referencing; must be completed prior to start date.
• UK‑based role; any hybrid/remote work must be within the UK.

Equal Opportunity Statement

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team.

#J-18808-Ljbffr…