Service Delivery Manager

About the role

The Service Delivery Manager is accountable for the effective delivery, performance, and continual improvement of internal IT services. The role ensures services meet agreed service levels and business expectations while acting as the primary escalation and coordination point between IT delivery teams and internal business stakeholders. The role ensures services meet agreed business outcomes through effective governance, service performance management, incident and problem leadership, change and risk management, stakeholder engagement, and continual improvement.

• Establish and maintain service reviews
• Ensure service documentation is complete and up to date
• To own the service performance narrative, explaining what happened, why it mattered and what we’re doing next.
• Drive proactive service stability and performance improvements using data and analytics.
• Ensure effective stakeholder communication and escalation control.
• Own Problem Management outcomes, including root cause analysis and corrective and preventive actions.
• Act as the primary point of contact for service-related matters, ensuring clear communication, managing expectations, and fostering collaboration.
• Proactively engage stakeholders through regular service reviews, transparent reporting, and continuous improvement initiatives to deliver operational excellence and customer satisfaction.
• Partner with Change, Release and Transition to reduce service risk
• Identify opportunities to improve service quality, resilience, and efficiency.
• Own and track service improvement plans, ensuring benefits are realised.
• Use data and insight to drive proactive improvement and risk reduction.
• Support automation, standardisation, and service maturity initiatives.
• Support vendor governance and performance reviews to ensure service outcomes are achieved including reviewing service levels, KPI’s and support models

• Deep understanding of ITIL and IT service management frameworks.
• Strong problem-solving and analytical abilities.
• Excellent communication skills for working with internal and external stakeholders.
• Experience with service management tools and reporting methods.
• Ability to drive change and continuous improvement
• Proven experience in an IT Service Delivery Manager or similar role.
• Experience operating in an ITIL‑aligned service management environment.
• Experience managing service reviews
• ITIL 4 Foundation or higher.
• Experience in internal enterprise IT environments.
• Experience supporting service transitions and change initiatives.