Itms service delivery manager

Service Delivery Manager ITMS

Are you a proactive, client-focused IT professional with a strong background in service delivery? We are recruiting for an experienced Service Delivery Manager to lead IT support operations and ensure exceptional service performance for a busy, multi-site IT environment.

This is a high-impact role where youll be responsible for overseeing the quality of service delivered to a core group of key business customers, leading both local and offshore teams, and driving performance against service KPIs.

The Role

Youll take charge of managing IT service delivery end-to-end from 1st and 2nd line support to incident resolution and client reporting. Youll be the go-to escalation point for service issues, deliver monthly service reports to clients, and help identify opportunities to improve and expand services.

Key Responsibilities

1. Ensure high-quality, 24x7x365 IT service delivery across internal and external clients.
2. Manage daily performance, SLAs, and KPI reporting across support functions.
3. Lead Service Desk and Field Engineering teams across UK and offshore locations.
4. Provide detailed monthly service reports and hold client review meetings.
5. Handle complaints, escalations, and continuous service improvements.
6. Maintain service catalogue, configuration documentation, and knowledge base.