Service Delivery Manager

Our client, a renowned leader in the technology sector, is seeking a Service Delivery Manager to join their team. The role involves leading the management, maintenance, and delivery of services related to front office applications for a major programme in the public transport sector. This permanent position focuses on providing technical oversight, operational governance, and high‑level coordination to ensure system stability and service excellence.

Key Responsibilities

• Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications.
• Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements.
• Act as the senior escalation point for front office‑related incidents, major incidents, and complex technical issues, coordinating resolution across system teams and engineering groups.
• Lead high‑level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance.
• Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production, and monitoring of performance metrics.
• Provide guidance and strategic direction to team leaders, systems engineers, administrators, and analysts, ensuring robust processes, clear standards, and effective service delivery.
• Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment.
• Coordinate resource planning, capacity management, and forecasting with the team leader to ensure readiness and operational efficiency.
• Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement.

Job Requirements

Required Skills and Experience

• Bachelor’s degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline.
• Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing, or mission‑critical environments.
• Deep understanding of Front Office systems, field devices, or distributed operational technology.
• Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting.
• Proven leadership experience managing multi‑disciplinary technical teams.
• Strong operational governance skills, including KPIs, SLAs, service performance, and continuous improvement.
• Excellent communication and stakeholder management capabilities, especially in customer‑facing roles.
• Ability to operate confidently in contractually complex, high‑assurance environments.
• Strong analytical and decision‑making abilities.

Desirable Experience

• Experience with fare collection systems, transport technology, or revenue device management.
• Knowledge of incident management tooling, ticketing systems, and monitoring platforms.
• Understanding of software and hardware diagnostic processes.
• Experience contributing to system upgrades, operational improvements, or change initiatives.

Benefits

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
• 35‑hour working week
• Pension – 4% employee and 4% employer
• Private medical insurance (including dental & optical)
• Life assurance
• Income protection
• Employee assistance programmes
• Flexible/remote working options
• Charitable initiatives
• Social events (formal & informal)
• Learning and development programmes
• Innovative & collaborative work environment

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