Service Delivery Manager
Service Delivery Manager Location: Waterlooville - Hybrid (3 days of8ice, 2 days remote) Salary: £50k - £55k
Overview An experienced Service Delivery Manager is required to lead and continuously improve managed IT service delivery. The role is responsible for ensuring consistent, high-quality customer outcomes while leading and developing technical teams. A key focus is embedding structured service management practices aligned with /IEC 20000-1 to drive continual improvement and operational excellence.
Key Responsibilities People Leadership - Lead and develop Service Desk and engineering teams - Conduct performance reviews, 1:1s, and development planning - Manage workload, wellbeing, and team capacity - Set clear behavioural and performance expectations
Service Delivery - Own day-to-day service delivery across managed services - Ensure effective management of incidents, requests, problems, and changes - Maintain performance against SLAs and service targets - Drive consistency and reduce operationalin efficiencies
Customer Experience - Own customer service experience, including escalations - Work with stakeholders to align delivery with expectations - Lead service reviews and track improvement actions - Act as escalation point for service issues
Service Management (ISO/IEC 20000-1) - Maintain and improve ISO-aligned service management practices - Ensure effective use of the Service Management System (SMS) - Apply policies and processes in a practical, consistent way - Support audits and continual improvement initiatives
Continuous Improvement - Identify and deliver service improvement initiatives - Use data and feedback to inform decisions - Collaborate with internal teams on service transitions and changes
Information Security - Adhere to information security policies and ISO-aligned controls - Protect customer data and report risks or incidents
Required Experience - Experience as a Service Delivery Manager in an MSP or IT services environment - Strong team leadership and development experience - Practical experience with ISO/IEC 20000-1 aligned service management - Strong understanding of ITSM processes (incident, problem, change, request) - Experience managing SLAs, reporting, and service performance - Strong stakeholder and customer management skills - Ability to handle escalations and complex service issues - Balance of operational delivery and strategic improvement
Desirable - ITIL certi8ication or equivalent experience - Experience supporting ISO audits Attributes - Strong people leadership and communication skills - Customer-focused and accountable - Calm under pressure with sound decision-making - Organised, pragmatic, and adaptable - Continuous improvement mindset