Service Delivery Manager

Jpb Title: Service Delivery Manager

Location: Hybrid – Waterlooville ( 3 Days per week in office)

Salary: £48,000 - £55,000

Role Overview

We are looking for an experienced Service Delivery Manager to lead IT service operations and ensure customers receive a reliable, high-quality support experience.

You will manage Service Desk and Engineering teams, improve service performance, and drive continuous improvement across all IT service delivery functions.

This is a leadership role focused on people, process, and customer experience—bringing structure, consistency, and calm control to service operations.

Key Responsibilities

Team Leadership

• Lead and develop Service Desk and Engineering teams
• Build a high-performance, accountable, and supportive team culture
• Run 1:1s, performance reviews, and development plans
• Manage workload, wellbeing, and team capacity
• Set clear expectations for service quality and behaviour

Service Delivery & Operations

• Own end-to-end service delivery performance
• Manage incident, request, problem, and change processes
• Ensure SLA and service targets are consistently met
• Reduce service disruption and improve stability
• Drive operational efficiency and service improvements

Customer Experience & Escalations

• Act as senior escalation point for service issues
• Ensure clear and timely communication during incidents
• Run service reviews with customers and track actions
• Align service delivery with customer expectations

Service Management & ISO Alignment

• Maintain ISO/IEC 20000-1 aligned service processes
• Ensure ITSM processes are followed and continuously improved
• Support audits and governance activities
• Embed service excellence into daily operations

Continuous Improvement

• Identify and deliver service improvement initiatives
• Use data and feedback to improve performance
• Collaborate across technical and operational teams
• Improve service quality, efficiency, and user experience

Experience Required

• Experience as a Service Delivery Manager (or similar) in an MSP / IT services environment
• Strong leadership of technical teams
• Good knowledge of ITSM processes (Incident, Problem, Change, Request)
• Experience managing SLAs and service performance reporting
• Familiar with ISO/IEC 20000-1 or structured service frameworks
• Strong communication and stakeholder management skills
• Confident handling escalations and service issues

Desirable

• ITIL certification (or equivalent experience)
• Experience supporting ISO audits
• Exposure to customer success or account/service management roles

Personal Attributes

• Strong people-first leadership style
• Calm and resilient under pressure
• Clear communicator (technical and non-technical audiences)
• Customer-focused and accountable
• Collaborative and approachable
• Naturally improvement-driven and solutions-focused

Benefits

• 28 days holiday (including bank holidays) + extra service days
• Pension scheme
• Private healthcare
• Life assurance
• Training & development opportunities
• Employee assistance programme
• Volunteer days
• Hybrid working (3 office / 2 remote)
• On-site parking
• Casual Fridays + free breakfast & social perks