IT Service Delivery Manager

Reed Technology is working with a well-established organisation within the technology and managed services sector, currently seeking an experienced and customer-focused IT Service Delivery Manager to join their team on a permanent basis.

This role would suit a confident and professional individual with strong experience delivering IT services in a complex, multi-service environment, who is comfortable managing senior stakeholders, balancing competing priorities, and driving continual service improvement.

Key Responsibilities

• Own end-to-end IT service delivery, ensuring services meet contractual commitments and agreed SLAs.
• Govern the transition of new and changed IT services into live operations, ensuring operational readiness and service quality.
• Drive continual service improvement using ITIL-aligned processes and measurable outcomes.
• Act as the primary service contact for customers, managing IT service performance, expectations, and demand.
• Coordinate and prioritise incidents, problems, and service requests, ensuring timely resolution and effective root cause analysis.
• Produce and present service performance reports, including trend analysis and improvement recommendations.

Required Skills & Qualifications

• Demonstrable experience in an IT Service Delivery Manager or similar role.
• Experience working in a complex, multi-service or managed services environment.
• Strong understanding of the IT service lifecycle, ideally aligned to ITIL practices.
• Excellent communication and stakeholder management skills, with the ability to engage at all levels.
• Strong organisational skills with the ability to manage multiple priorities and customer demands.
• Ideally holding an ITIL v3 certification.

Benefits

• Salary up to £50.000 / year (DOE).
• Permanent opportunity within a growing, service-focused organisation.
• Hybrid working model with an Edinburgh office base (3 days per week in the office).