Service Delivery Manager

Service Delivery Manager – ITI Group

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We’re looking for a Service Delivery Manager to play a key role in leading day‑to‑day service operations and ensuring exceptional delivery for our clients.

• Full‑time
• Group Service
• Sheffield – Hybrid

Salary: up to £60,000 depending upon skills and experience.

• Solve problems, and deal with the volatility and unpredictability of Service Delivery; be inventive, bring new ideas, multitask, and show initiative.
• Demonstrate an ability to show leadership and work independently.
• Ensure agreed service levels are met or exceeded, and policies, processes and procedures are followed.
• Lead Service Measurement and Reporting activities, generating both internal and client service reports; lead Service Reviews where required.
• Agree and channel outputs from these processes into Service Improvement tasks, which are documented, classified, then either owned or delegated.
• To a reasonable degree, understand the technical layers beneath Service Management, e.g., sufficient understanding to actively participate in Problem Management or identify service risks and/or improvements.
• Collaborate with the Service Delivery team, and with key colleagues from other teams to deliver Service objectives, including Project Delivery, Commercial, Finance, and/or People teams.
• Recognise and own escalations, and know how to respond to these through investigation, service improvement activity, onward escalation, collaborative response, or suggested changes to service.
• Manage interfaces with other service chain participants, e.g., service roles fulfilled by other teams or third‑party suppliers.
• Escalate to, request support from, or suggest improvements to the Group Head of Service Delivery as appropriate.
• Manage the service assignments of engineers, ensuring work is distributed reasonably and service targets are met or exceeded while satisfying quality, compliance and expected standards.
• Attend stand‑ups and meetings with colleagues, represent Service Delivery across the wider business, and keep the team informed of activities, schedules, risks and escalations.
• Join an on‑call rota, but no more than one week out of every four, limited to Service Management activities.
• Travel to client sites or other company premises for meetings on occasion (not more than 10 times per year).
• Own assigned objectives, which may include leadership of a specific service process, client SLA, or major improvement activity.
• Have some understanding of the business and financial metrics that underpin client services.
• Have line management and functional responsibility for the assigned team.

• Demonstrable experience of leading core ITIL/ISO 20000 Service Management processes, primarily Incident Management, Major Incident Management, Problem Management, Change Management, and Service Measurement & Reporting.
• Experience of full‑lifecycle Service Management, e.g., understanding the relationships between services such as Incident Management, Problem Management, Change Management and Release & Deployment Management, and able to move seamlessly between these as required.
• Effectively combine service management and leadership responsibilities alongside any people leadership requirements.
• Competent in using a service management ticketing tool and understanding its elements such as priority, status, assignment, CI tags, ticket lifecycle and channelling data into reports.
• Confident in writing documentation and participating in (and at times leading) meetings with high‑profile clients.

• Middle‑tier leadership skills.
• Exemplary professional and communication skills, including use of standard desktop tools (e.g., MS 365).

• Deliver what we promise.
• Demand the highest levels of Safety and Security.
• Apply Technical Mastery.
• Commit to Continual Learning.
• Work Collaboratively.
• Challenge the norm to make a difference through Innovation.

• 25 days annual leave, 8 Bank Holidays, plus the ability to buy and sell up to 5 days per year.
• Flexible start and finish times, including flexi‑Fridays.
• Competitive Employee Referral Award Scheme.
• Private Medical Insurance.
• Life Assurance.
• Pension.
• Payment of professional membership fees.
• Healthy Extras – Employee Assistance Programme, access to a practising GP, Confidential Advice.
• Enhanced family‑friendly policies.

ITI is an equal opportunities employer. For more information, please refer to our Equality of Opportunity statement on the ITI Group Careers page.