IT Service Delivery Manager
IT Service Delivery Manager
Exciting technology within SaaS business
Norwich (1 day working in the office)
We are seeking an experienced and technically credible IT Service Delivery Manager to lead the delivery of support and managed services for our clients.
This role is responsible for end-to-end service performance, operational leadership, client satisfaction, and continual service improvement. You will act as the primary operational contact for assigned clients while leading and developing the Support team to deliver exceptional service outcomes.
The successful candidate will combine strong people leadership skills with a solid technical understanding, enabling effective collaboration with engineering teams and the ability to translate technical delivery into meaningful client outcomes.
Key Responsibilities
Service Performance & Operations
- Own day-to-day service performance across incident, problem, and change management
- Monitor SLA/XLA adherence and drive continuous service improvement
- Analyse service metrics to identify trends, risks, and improvement opportunities
- Ensure operational processes are clearly defined and consistently followed
- Oversee onboarding of new clients, services, and platforms
- Deliver accurate operational reporting to internal stakeholders
Client & Stakeholder Management
- Act as the primary Service Delivery lead for assigned client accounts
- Build strong, trusted relationships with client stakeholders
- Lead operational and business service review meetings
- Manage client expectations across service scope and delivery standards
- Identify opportunities to enhance client experience and support account growth
Leadership & People Management
- Provide direct line management for members of the Support team
- Set objectives aligned to KPIs, XLAs, and business goals
- Conduct regular one-to-ones, performance reviews, and development planning
- Support team growth through coaching, training, and succession planning
Continual Improvement
- Drive improvements based on client feedback, service data, and incident reviews
- Improve first-time fix rates and reduce repeat incidents
- Ensure operational documentation and runbooks remain current and audit-ready
- Explore opportunities to embed AI and automation to improve efficiency and innovation
Risk, Governance & Escalation
- Own operational risk identification and mitigation
- Lead major incident escalation management and service recovery activities
- Support compliance with governance, security, and regulatory requirements
Collaboration & Internal Leadership
- Work closely with Sales, Client Services, and Account Management teams
- Contribute operational insight into service design and process improvements
- Partner closely with senior engineers and technical leads to maintain alignment and credibility across teams
Skills & Experience
Essential
- Proven experience in a Service Delivery, Service Operations, or Service Management leadership role
- Strong people management and team development experience
- Excellent client-facing communication and stakeholder management skills
- Strong technical understanding of IT service environments
- Experience working closely with engineering or technical delivery teams
- Good understanding of ITIL-aligned service management practices
- Ability to interpret service data and drive improvement initiatives
- Proactive, solutions-focused mindset with a commitment to operational excellence
If you’re interested in applying or require more information, please contact Shaun Lohan at Atkinson Moss. If you have an up-to-date CV please include it with your email.
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