Service Delivery Manager

As Service Delivery Manager, you will be responsible for defining and delivering the Service Delivery strategy, governance framework and service maturity roadmap across the Group's technology estate. Working closely with technology leaders, operational teams and business stakeholders, you'll drive service excellence, operational resilience and continuous improvement, ensuring technology services remain scalable, effective and aligned to business objectives.

• Private Counselling with a weekly confidential helpline available
• Simplyhealth private healthcare plan
• £150 Wellbeing Allowance per year
• Working elsewhere policy (4 weeks per year)
• Buy and sell annual leave scheme (upto 3 days per year)

• Defining and delivering the Service Delivery strategy, operating model and service maturity roadmap across the organisation.
• Leading and developing the Service team, providing direction, coaching and support to build a high-performing function.
• Establishing and maintaining service governance frameworks, operational standards, controls and best practices.
• Developing KPI frameworks, service scorecards and executive-level reporting to provide visibility of service performance.
• Driving continuous improvement initiatives focused on service maturity, operational efficiency, scalability and customer experience.
• Providing strategic oversight of service operations, ensuring effective controls, escalation processes and service standards are in place.
• Owning major incident governance, operational escalation processes and post-incident review activities.
• Leading the digitalisation and automation of Service Operations through self-service capabilities, workflow optimisation and AI-enabled solutions.
• Evolving change management and CAB processes to improve service stability and reduce operational risk.
• Working closely with Infrastructure, Security, Engineering, Product and wider technology teams to support effective service delivery.
• Managing relationships with third‑party suppliers and technology partners to ensure service expectations are met.
• Supporting organisational change, business growth and future scalability through robust service planning and governance.
• This role will be onsite at our Gosforth office 5 days per week

• A minimum of five years' experience within Service Management, IT Operations, Service Delivery or Technology leadership roles.
• Strong knowledge of IT Service Management frameworks, particularly ITIL, alongside operational governance and service delivery best practice.
• Proven experience defining and implementing service strategies, operational improvements and service maturity programmes.
• Experience managing service governance, SLAs, KPIs, operational reporting and performance frameworks.
• Strong understanding of enterprise technology environments, cloud services and end‑user support functions.
• Experience managing major incidents, operational escalations and service continuity activities.
• Excellent stakeholder management and communication skills, with the ability to engage both technical and non‑technical audiences.
• Strong leadership skills with experience developing, mentoring and supporting teams.
• Excellent analytical, organisational and problem‑solving abilities.
• Experience operating within fast‑paced and evolving technology environments.
• A customer‑focused mindset with a passion for service excellence and continuous improvement.

We encourage people of all backgrounds, identities and abilities to apply. We are committed to creating an accessible and inclusive experience for all candidates — if you need any reasonable adjustments to support your application or interview process, just let us know how we can help!