2 of 2 Service Management Jobs in Sunderland

To learn more about how we can supercharge progress for you, visit www.hcltech.com Note: Candidates must be eligible to work in UK Fluent in English Job Summary: The IT Service Delivery Manager oversees a number of key functions within the Client location that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a Client facing role, and requires that you establish and manage expectations within the business and drive the IT Onsite Site Services team to achieve those expectations to a high standard. Principle Responsibilities Service Management Maintain high performing service support … including and Onsite Desktop Support and VIP Support Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication More ❯

IT Service Quality Lead Location: Newcastle (Hybrid – 3 days office-based) Contract: Fixed-term until December 2026 Salary: Up to £46,000 per annum We’re partnering with a major manufacturing and distribution business seeking an IT Service Quality Lead to drive excellence across its technology operations. This role is ideal for someone passionate about improving service … of continuous improvement. You’ll be responsible for ensuring IT services meet performance and quality expectations, enhancing operational efficiency, and championing best practices across cross-functional teams. Key Responsibilities Service Quality & Governance Develop and implement IT service quality frameworks and standards Monitor performance against agreed SLAs, KPIs, and user satisfaction levels Conduct regular service audits to ensure … compliance with ITIL and ISO standards Continuous Improvement & Process Optimisation Identify service delivery gaps and lead root cause analyses Partner with Service Delivery teams to enhance incident, problem, and change management processes Produce quality dashboards and service performance reports to drive data-led decision-making Stakeholder Engagement Act as a point of contact for service More ❯