Information Technology Service Delivery Manager

Service Delivery Manager

Location: Bedfordshire, Hybrid

Duration: 3 month initial contract

Rate: £400-£450 Inside IR35

Role Overview:

We are seeking an experienced Service Delivery Manager to join on a short-term contract to stabilise and lead service delivery within a complex and demanding environment. This role requires a confident, “hands-on” professional who can quickly build credibility, take ownership of service performance, and confidently manage challenging stakeholders. You will act as the senior point of accountability for day-to-day service delivery, ensuring commitments are met, customer confidence is restored and maintained, and service improvements are actively driven. This is a critical role requiring resilience, strong stakeholder management, and proven experience operating in high-pressure delivery environments.

Essential Requirements:

• Proven track record as a Service Delivery Manager in complex and high-demand environments
• Strong experience managing challenging stakeholders and handling escalations with professionalism and diplomacy
• Demonstrated ownership of end-to-end service delivery, including SLAs, KPIs, and customer satisfaction metrics
• Ability to build and maintain strong working relationships, acting as the primary point of contact for service-related matters
• Experience leading regular service reviews, driving performance discussions, and identifying improvement opportunities
• Skilled in managing contract lifecycle activities, including change control and governance
• Experience analysing service performance data and implementing corrective actions and service improvements
• Proven ability to collaborate with cross-functional teams to resolve service issues and mitigate operational risks
• Experience in major incident support, including working alongside Service Desk functions
• Ability to manage risk, lead issue resolution sessions, and document lessons learned
• Confident in driving continual service improvement initiatives and embedding best practice processes
• Resilient, pragmatic, and able to operate effectively in a difficult or pressurised environment

Desirable requirements:

• ITIL certification (or working towards)
• Experience running Change Advisory Boards (CABs)
• Understanding of Networking and Infrastructure Services.
• Exposure to technical service environments, with an understanding of infrastructure or networking services
• Experience improving technical resolution capabilities within delivery teams
• Proven background in driving margin improvement and service efficiency programmes

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application.

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.