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
Key Details
Salary: up to £60,000 depending upon skills and experience.
Responsibilities
* 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.
Summary of Requirements
Experience and Knowledge
* 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.
Skills and Abilities
* Middle‑tier leadership skills.
* Exemplary professional and communication skills, including use of standard desktop tools (e.g., MS 365).
Values
* 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.
Benefits
* 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.
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