IT Service Delivery Manager

IT Service Delivery Manager

Position: Senior Service Manager (Internal Name)

Location: Ringwood, Hampshire + Hybrid home working

Salary: £40 – £46k DOE + Benefits + Company Profit Share

Hours: 37.5 hours per week

The Role

As a Senior Service Manager, you will be part of an established service management team helping to lead the delivery of high-quality IT support services and drive continuous improvement across our operational environment. You will be responsible for the day to day operation of our business as usual support services, including allocating tasks, monitoring and maintaining contractual KPI commitments, producing customer reports, and serving as an escalation point for both internal and external stakeholders. You will take ownership of the end-to-end customer experience, understanding people, processes and technology to maximise service quality and ensure operational excellence. 

You will also hold line-management responsibilities, supporting other Managers within the team to enable them to support and develop a team of Support Desk Engineers ensuring daily operations run effectively and organisational objectives are achieved. 

Duties Include:

• Provide strategic oversight of all service operations, including the full lifecycle of incidents, service requests, problems, and major incidents, ensuring SLAs are met and ITIL processes (Major Incident, Change, Problem) are consistently applied.
• Drive proactive and preventive service delivery by identifying recurring issues, analysing operational data and trends, and implementing improvements that reduce disruption and enhance service stability.
• Lead customer experience and service governance, including Service Reviews, satisfaction measurement, feedback loops, and actionable service reporting that informs continuous improvement.
• Build strong relationships with customers, internal teams, and technical stakeholders, acting as a senior escalation point and ensuring collaborative, positive service outcomes.
• Provide leadership and line management to Service Managers and Deputy Service Managers, enabling them to develop their teams effectively and modelling empathetic, customer focused behaviours.
• Champion continuous improvement and professional development, driving service quality initiatives, enhancing operational efficiency, and maintaining awareness of evolving technologies and best practice.

Skills and Experience:

• Experience in Service Delivery or IT Service Management (three years preferred), with proven leadership experience, a strong track record managing incidents, problems, and major incidents, and consistently meeting SLAs/KPIs.
• Solid technical understanding of IT support environments, ideally with previous hands on troubleshooting or IT operations experience. Experience and knowledge of using ITIL v3/v4 best practice.
• Excellent communication and stakeholder management skills, able to influence senior stakeholders, manage escalations professionally, and present confidently.
• Strong analytical and reporting ability, using data and service metrics to identify trends, reduce recurring issues, and drive measurable improvements.
• Ability to learn new technologies quickly.
• Highly organised and adaptable, capable of managing multiple priorities and performing effectively under pressure.
• Proactive and improvement focused, committed to continuous learning, professional development, and raising service standards.

The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a Full UK Driving license.

The Package:

• Company Profit Share (first £3,600 is tax free)
• 22 days annual leave plus bank holidays, increasing with length of service
• Birthday as additional paid leave
• Additional paid leave (dependent on company performance)
• Company sick pay policy
• Pension Scheme
• Private Medical Insurance including dental
• Free Parking
• Hybrid Working
• Progression opportunities
• Fresh fruit, the occasional pizza and a posh coffee machine!

Trusted Technology Partnership

Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. 

We are an Employee Ownership Trust – a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. 

Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy. 

We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. 

Join our friendly company, where a great team and a positive culture await you.