Service Delivery Manager

Service Delivery Manager

Location: Trowbridge (travelling to client sites occasionally) with some hybrid working

Salary: Up to £50,000 + Excellent Company Benefits including a TAX FREE yearly bonus

Security Clearance: SC Clearance is required and you must be a Sole British National – due to the nature of the work

NexGen Associates are recruiting for an experienced Service Delivery Manager to lead, develop and continuously improve IT Service Management across a complex and regulated organisational environment based in Trowbridge.

This is a senior leadership role responsible for operational IT service excellence across corporate systems while embedding structured Service Management governance into programmes, projects and supplier contracts.

You will lead Service Desk and Service Management Analysts and work closely with the IT Team, Leadership Team, Programme and Project Managers and departments across the organisation.

Role Summary:

The Service Delivery Manager is accountable for delivering robust IT Service Management across internal corporate systems. The role ensures operational stability, strong governance and continual improvement while providing Service Management leadership into programmes and strategic initiatives.

You will embed best practice into operational delivery and supplier contracts ensuring services are scalable, compliant and aligned to organisational governance frameworks.

Key Responsibilities:

• Accountable for Service Desk, Desktop and Mobile Support functions ensuring SLA adherence and high service quality
• Own Incident, Request, Change and Escalation processes
• Drive service improvement through trend analysis and post-incident reviews
• Lead the Change Advisory Board (CAB) ensuring controlled, auditable change implementation
• Develop and maintain the Service Catalogue, SLAs and Standard Operating Procedures
• Ensure proactive service monitoring, capacity planning and resource forecasting
• Maintain service stability and scalability across environments
• Manage third-party supplier relationships ensuring KPIs, contractual obligations and remediation actions are met
• Develop and maintain a Service Management operating model aligned with governance frameworks
• Define and implement Service Management requirements within partner and supplier contracts to strengthen governance and performance
• Define and document Service Management roles, RACI matrices, workflows and ways of working across project functions
• Support delivery of the overall Service Management roadmap
• Provide regular strategic updates and briefings to senior leadership including risk management inputs and performance updates
• Represent Service Management at assurance, accreditation and change governance boards
• Ensure alignment with organisational standards and compliance requirements
• Lead, manage and coach Service Desk Analysts and Service Management Analysts
• Create development and training plans to maintain competence and resilience
• Monitor service KPIs and analyse performance trends
• Recommend and implement continual improvement actions
• Provide accurate and timely reporting on service performance, risk and improvement initiatives to internal and external stakeholders

Requirements:

• 3–5 years’ experience in a Service Delivery or Service Management leadership role
• Experience operating within complex or regulated environments
• Strong experience implementing and governing ITIL 4 aligned processes
• Experience working in ITIL / ITSM environments
• Experience using ITSM tools such as Halo, ServiceNow, Remedy or Jira Service Management
• Experience integrating service requirements into supplier contracts
• Proven experience managing suppliers and stakeholders within complex SLA frameworks
• Deep understanding of Service Management within public cloud and hybrid hosting environments
• Familiarity with ISO 20000 and ISO 27001 standards
• Understanding of SIAM principles
• Knowledge of Microsoft enterprise technologies including Active Directory and Azure AD
• Strong leadership and coaching capability
• Excellent stakeholder and supplier management skills
• Analytical mindset with strong problem-solving ability
• Continuous improvement focus
• Exceptional written and verbal communication skills suitable for both technical and senior management audiences
• Strong organisational and time management skills
• Ability to manage multiple priorities within a fast-paced environment
• Resilient, adaptable and proactive when managing change

Additional Requirements:

• ITIL v4 Practitioner Essential
• SIAM Foundation or Professional Desirable
• SDI Service Desk Manager or equivalent Desirable
• Ability to travel to organisational or supplier locations when required
• Security clearance required

This is an excellent opportunity for a Service Management professional looking to take full ownership of operational service delivery while shaping governance, supplier performance and long-term Service Management strategy.