Service Delivery Manager
Amour Recruitment is seeking experienced Service Delivery Manager who believes great service starts with great people?
We’re looking for someone who can lead with empathy, bring structure to complexity, and continuously improve how managed IT services are delivered — for both customers and engineers for our fantastic client based in Hampshire.
This is a pivotal leadership role where you’ll own service performance, customer experience, and the development of their Service Desk and Specialist Engineering teams. You’ll create clarity, consistency, and confidence across service delivery, balancing operational excellence with a genuinely human approach.
Duties will include:
- Leading and developing high-performing, engaged engineering teams
- Owning day-to-day service delivery and SLA performance
- Driving a consistent, reliable, and calm approach to incidents and escalations
- Championing customer experience and acting as a senior escalation point
- Embedding effective service management practices (aligned to ISO/IEC 20000-1)
- Identifying and delivering continual improvement initiatives
- Collaborating across Customer Success, Security, and Operations
Personal requirements:
- Proven experience in a Service Delivery Manager role within an MSP or IT services environment
- Strong people leadership skills with a focus on team development and wellbeing
- Solid understanding of IT service management (incident, problem, change, request)
- Experience improving service performance, SLAs, and customer outcomes
- Confidence in handling escalations with professionalism and empathy
- Ability to balance operational delivery with long-term improvement
Salary: up to £55,000 depending on experience
Hours: Monday to Friday days in the office, 2 working from home.
Benefits include: Free parking, company pension, private healthcare, Casual Fridays with complimentary breakfast and an afternoon beer, Special Leave for birthdays and Christmas