Service Delivery Manager

Job Description

The Service Delivery Manager is responsible for the effective delivery, performance, and continuous improvement of IT service management across the organisation. Reporting into the Head of IT Operations, the role owns the operational execution of IT service management processes and ensures a high‑quality, customer‑focused service experience for internal users.

The role acts as the primary operational interface between IT and the business for service performance, incidents, and customer experience, and is accountable for ensuring that IT services are delivered in line with agreed service levels, regulatory requirements, and operational best practice.

Responsibilities will include:

IT Service Management

• Own the day‑to‑day operation of IT service management processes, including incident, problem, change, request, and service level management.
• Ensure service management processes are consistently applied, documented, and embedded across IT Operations.
• Drive continuous improvement of service management maturity in line with ITIL best practice.
• Support the Head of IT Operations with service performance insights, risks, and improvement recommendations.

Service Performance & Reporting

• Define, manage, and report on service level agreements (SLAs) and key performance indicators (KPIs).
• Produce regular service performance reporting for Technology leadership and business stakeholders.
• Analyse service trends, customer feedback, and operational data to identify improvement opportunities.
• Ensure service performance issues are proactively identified and addressed.

Incident, Problem & Escalation Management

• Act as a key escalation point for major incidents and service disruptions.
• Coordinate incident and problem management activities, including root cause analysis and corrective actions.
• Ensure clear, timely, and effective communication during incidents and service issues.
• Support post‑incident reviews and ensure actions are tracked to completion.

Customer Experience & Stakeholder Engagement

• Own the customer service experience for IT operational services.
• Act as a primary point of contact for business stakeholders on service‑related matters.
• Establish regular communication and feedback loops with users and key stakeholders.
• Manage service‑related complaints and escalations to resolution.

Service Desk, Helpdesk & Supplier Oversight

• Oversee the performance of the IT Helpdesk and service desk functions, including outsourced providers where applicable.
• Ensure service desk processes, procedures, and standards meet operational, regulatory, and audit requirements.
• Manage third‑party service providers to ensure contracted services are delivered effectively and represent value for money.
• Ensure effective onboarding, offboarding, and access management processes (e.g. Joiners, Movers, Leavers).

Operational Governance & Compliance

• Ensure service management policies, processes, and procedures support audit, risk, and compliance requirements.
• Maintain service documentation, runbooks, and operational records.
• Support internal and external audits by providing evidence of effective service management controls.
• Identify and manage operational risks related to service delivery.

• Proven experience in IT service delivery or service management roles.
• Strong working knowledge of IT service management frameworks (e.g. ITIL v4).
• Experience managing service desks, including outsourced providers.
• Strong incident, problem, and escalation management experience.
• Excellent stakeholder management and communication skills.
• Experience producing service performance reporting and management information.
• Experience working in regulated environments (e.g. financial services, insurance).
• Experience with ITSM tools such as Service Now.
• Experience supporting audit and compliance activities.

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.

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