IT Service Delivery Manager

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.