Job Description
IT Service Delivery Manager
Position: Senior Service Manager (Internal Name)
Location: Ringwood, Hampshire + Hybrid home working
Salary: £40k DOE + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
Working alongside two fellow Senior Service Managers, you will form part of a well-established service management team helping to lead the delivery of high-quality IT support services and drive continuous improvement across our client’s operational environment. You will be responsible for the day‑to‑day operation of their business‑as‑usual support services, including allocating tasks, monitoring and maintaining contractual KPI commitments, producing customer reports, and serving as an escalation point for both internal and external stakeholders. You will take ownership of the end-to-end customer experience, understanding people, processes and technology to maximise service quality and ensure operational excellence. You will also hold line-management responsibilities.
Duties Include:
* Provide strategic oversight of all service operations, including the full lifecycle of incidents, service requests, problems, and major incidents, ensuring SLAs are met and ITIL processes (Major Incident, Change, Problem) are consistently applied.
* Drive proactive and preventive service delivery by identifying recurring issues, analysing operational data and trends, and implementing improvements that reduce disruption and enhance service stability.
* Lead customer experience and service governance, including Service Reviews, satisfaction measurement, feedback loops, and actionable service reporting that informs continuous improvement.
* Build strong relationships with customers, internal teams, and technical stakeholders, acting as a senior escalation point and ensuring collaborative, positive service outcomes.
* Champion continuous improvement and professional development, driving service‑quality initiatives, enhancing operational efficiency, and maintaining awareness of evolving technologies and best practice.
Skills and Experience:
* Experience in Service Delivery or IT Service Management (three years preferred), with proven leadership experience, a strong track record managing incidents, problems, and major incidents, and consistently meeting SLAs/KPIs.
* Solid technical understanding of IT support environments, ideally with previous hands‑on troubleshooting or IT operations experience. Experience and knowledge of using ITIL v3/v4 best practice.
* Excellent communication and stakeholder‑management skills, able to influence senior stakeholders, manage escalations professionally, and present confidently.
* Strong analytical and reporting ability, using data and service metrics to identify trends, reduce recurring issues, and drive measurable improvements.
* Ability to learn new technologies quickly.
* Highly organised and adaptable, capable of managing multiple priorities and performing effectively under pressure.
* Proactive and improvement‑focused, committed to continuous learning, professional development, and raising service standards.
The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a Full UK Driving license.
The Package:
* Company Profit Share (first £3,600 is tax free)
* 22 days annual leave plus bank holidays, increasing with length of service
* Birthday as additional paid leave
* Additional paid leave (dependent on company performance)
* Company sick pay policy
* Pension Scheme
* Private Medical Insurance including dental
* Free Parking
* Hybrid Working
* Progression opportunities
* Fresh fruit, the occasional pizza and a posh coffee machine!
Our Client
Our client has been a specialist IT Infrastructure and Support Services provider for over 25 years.
They are an Employee Ownership Trust – a growing company. They are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.
Their core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.
They encourage progression for their colleagues, offering opportunities in other teams and departments.
Join their friendly company, where a great team and a positive culture await you.