IT Service Delivery Manager

Job Description

We are seeking an experienced Service Delivery Manager to join our growing team and take ownership of service delivery operations across multiple customer sites. This is a hands-on leadership role where you will be responsible for managing service performance, supporting operational teams, driving continuous improvement, and ensuring exceptional customer satisfaction.

Based primarily at Westlakes Science & Technology Park in Whitehaven, you will also provide leadership and support to a team located in Warrington, requiring occasional travel to maintain strong engagement and operational oversight.

This role would suit an experienced IT service professional with a strong customer focus, excellent stakeholder management skills, and a proven track record of delivering high-quality IT services within a structured service management environment.

Key responsibilities:

• Manage and support the Team Lead in planning daily resources across OSS and IT Service Bar activities, maintaining a rolling two-week resource plan and ensuring clear visibility of upcoming requirements.
• Ensure all team members complete mandatory health and safety training and comply with company and customer procedures.
• Manage customer escalations effectively, engaging appropriate stakeholders and ensuring lessons learned are captured and shared.
• Track employee absence accurately and ensure HR systems are maintained and updated appropriately.
• Attend daily service review meetings, providing ticket management updates and dashboard reporting to support customer management activities.
• Participate in CMDB and stores meetings with customers and partners to ensure compliance with agreed processes and standards.
• Prepare and present service performance data for weekly productivity reviews.
• Produce weekly KPI reports using ticket management system data, highlighting SLA performance, identifying risks and proposing mitigation actions.
• Deliver comprehensive monthly service reports covering SLA achievement, productivity metrics, customer feedback, performance trends, work-in-progress updates and site access considerations.
• Lead and contribute to service improvement initiatives through regular stakeholder engagement and continuous improvement activities.
• Manage employee relations matters in partnership with HR, including performance management and disciplinary processes where required.
• Proactively monitor ticket dashboards to identify potential SLA breaches and communicate risks to relevant stakeholders.
• Maintain regular communication with local and remote teams through Microsoft Teams and other collaboration tools, ensuring concerns are addressed and escalated where appropriate.
• Provide management cover for the Team Lead during periods of absence to ensure continuity of service delivery.

We are looking for:

• A strong customer-service mindset with the ability to understand, represent and advocate for customer requirements.
• The confidence to challenge existing processes constructively and identify opportunities to improve service quality, efficiency and profitability.
• Excellent communication, leadership and stakeholder management skills.
• The ability to work effectively within demanding operational environments while maintaining a focus on service excellence and continuous improvement.
• Strong analytical skills with experience interpreting service data and producing management reports.
• A solid understanding of IT Service Management principles and the ITIL framework.

Candidates must:

• Be commutable to West Cumbria
• Excellent communication skills
• Must be eligible for SC

This is a primarily site-based position with occasional flexibility for home working. Candidates should be comfortable being present on-site as part of their normal working pattern.