Service Delivery Manager

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Contract Type: Permanent | Full Time

Location: Bradford, Chatham, Petersfield or London

Working Pattern: Hybrid (couple of days a week in the office).

We welcome part‑time and flexible arrangements and will aim to match your current flexibility where possible.

We care about your wellbeing, not just your work. Our benefits are designed to support your life, your health and your growth:

• Holidays: 25 days (rising to 30) + buy/sell up to 5 days + swap up to 4 bank holidays.
• Pension: Up to 10% employer contribution.
• Enhanced Leave: Enhanced maternity (post‑probation), 4 weeks' paternity, and paid neonatal & carers leave.
• Workations: Work abroad for up to 20 days a year in approved countries.
• Birthday Leave: Your birthday off‑paid.
• Volunteering: 2 paid volunteering days.
• Learning: Access to Linked In Learning for all colleagues.
• Financial Wellbeing: Free Snoop Premium subscription.
• Healthcare: Self‑pay Denplan & optional Private Medical Insurance.

As a Service Delivery Manager within our team here at Vanquis, you'll be at the heart of ensuring our IT services meet the evolving needs of the business—acting as the vital link between our customers and the operational IT teams who deliver for them. You'll champion service excellence, nurture strong business relationships, and embed effective service management practices that keep our technology aligned with organisational priorities.

Through your leadership, we'll strengthen operational stability, build stakeholder confidence, and drive continual service improvements that create meaningful, measurable impact across the business.

• Service Management - Ensure IT services consistently meet agreed service levels by driving ITIL best practice across incident, problem, and change management, while monitoring performance and leading continual service improvement initiatives
• Service Transition and Acceptance - Oversee the smooth transition of new or changed services into live operation by validating Service Acceptance Criteria, ensuring operational readiness, and working closely with project teams to enable an effective handover
• Business Relationship Management - Act as a trusted partner to business stakeholders by aligning IT services with business objectives, maintaining proactive engagement to capture feedback and improvement opportunities, and influencing expectations to strengthen relationships across the organisation.
• Service Continuity - Develop and maintain robust service continuity plans by ensuring effective disaster recovery through regular testing, validation, and compliance checks, and conducting ongoing reviews to optimise continuity and recovery strategies.
• Risk and Compliance - Identify and manage operational risks within service delivery while ensuring full compliance with regulatory, security, and internal governance standards.
• Performance and Reporting -Produce clear and insightful service performance reports by tracking KPIs and SLAs, highlighting trends, and identifying areas for improvement for stakeholders.
• Continuous Improvement - Drive initiatives that elevate service quality and customer satisfaction by benchmarking performance against industry best practices and implementing targeted improvements.

• Proven IT Service Management experience in complex environments
• Demonstrated success in delivering effective service transitions and acceptance
• Proven ability to build strong business relationships and negotiate with senior stakeholders
• Experience in service continuity and disaster recovery planning
• Exposure to risk management and compliance frameworks
• Ability to produce and interpret service performance reports
• Demonstrated success in continuous improvement initiatives
• Understanding of budgeting and financial planning for IT services
• Experience with in a Financial Services is beneficial

Offers are subject to standard background checks (credit, fraud and employment references).

At Vanquis, our purpose is simple: to deliver caring banking that helps people…