Service Delivery Manager

Service Delivery Manager

Location: Hybrid (3 days on-site, remainder remote)
Salary: Up to £55,000 per annum + benefits
Type: Permanent

Are you ready to lead from the front, inspire a team, and shape the future of IT service delivery?

We're working with a highly respected organisation to find a talented Service Delivery Manager who can bring energy, vision, and structure to a fast-paced IT function. This is a unique opportunity to play a pivotal role in the performance, quality, and continuous improvement of IT services used by thousands across the business.

What you'll be doing:

As Service Delivery Manager, you'll lead a high-performing team responsible for 1st and 2nd line IT support, ensuring services are delivered to agreed SLAs and KPIs. Alongside this, you'll take ownership of the ServiceNow platform, driving its optimisation, leading improvements, and ensuring it's aligned with wider business goals.

You'll be a key player in driving organisational effectiveness - mentoring and developing your team, managing performance, and embedding a culture of service excellence and agility.

Key responsibilities include:

• Leading and motivating a team of support analysts, driving strong performance through coaching, 1-1s, and development planning
• Owning and enhancing the use of ServiceNow, delivering continuous improvements and ensuring full adoption across the business
• Overseeing the effective allocation of resources to meet service demand, and proactively managing incident trends and performance
• Championing ITIL best practices, ensuring robust processes for Incident, Problem, Change, Release, and Major Incident Management
• Acting as a key liaison with third-party providers, ensuring services meet the required standards
• Identifying and resolving any process gaps, and escalating potential priority issues swiftly and efficiently

What you'll bring:

• A strong technical background and experience delivering operational IT support in a complex environment
• Expertise in ServiceNow - ideally as a Product Owner or Administrator
• An ITIL Foundation qualification or higher
• Excellent people management skills with a proven ability to lead, inspire, and build high-performing teams
• Strong communication, customer service, and stakeholder engagement skills
• First-rate organisational skills and a proactive approach to problem-solving

Why this role?

This is a fantastic chance to join a forward-thinking, values-led organisation where you'll be empowered to make a real impact. You'll be supported by a collaborative leadership team and play a key role in transforming how IT services are delivered.
You'll enjoy hybrid working (typically three days on-site), a generous salary, and the opportunity to work in a culture that values compassion, inclusion, progressiveness, empowerment, and dependability.

Ready to take the next step?

If you're a driven IT leader with a passion for people and service excellence, we want to hear from you. Apply today or contact us to learn more.

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