Jpb Title: Service Delivery Manager
Location: Hybrid – Waterlooville ( 3 Days per week in office)
Salary: £50,000 - £55,000
Role Overview
We are looking for an experienced Service Delivery Manager to lead IT service operations and ensure customers receive a reliable, high-quality support experience.
You will manage Service Desk and Engineering teams, improve service performance, and drive continuous improvement across all IT service delivery functions.
This is a leadership role focused on people, process, and customer experience—bringing structure, consistency, and calm control to service operations.
Key Responsibilities
Team Leadership
* Lead and develop Service Desk and Engineering teams
* Build a high-performance, accountable, and supportive team culture
* Run 1:1s, performance reviews, and development plans
* Manage workload, wellbeing, and team capacity
* Set clear expectations for service quality and behaviour
Service Delivery & Operations
* Own end-to-end service delivery performance
* Manage incident, request, problem, and change processes
* Ensure SLA and service targets are consistently met
* Reduce service disruption and improve stability
* Drive operational efficiency and service improvements
Customer Experience & Escalations
* Act as senior escalation point for service issues
* Ensure clear and timely communication during incidents
* Run service reviews with customers and track actions
* Align service delivery with customer expectations
Service Management & ISO Alignment
* Maintain ISO/IEC 20000-1 aligned service processes
* Ensure ITSM processes are followed and continuously improved
* Support audits and governance activities
* Embed service excellence into daily operations
Continuous Improvement
* Identify and deliver service improvement initiatives
* Use data and feedback to improve performance
* Collaborate across technical and operational teams
* Improve service quality, efficiency, and user experience
Experience Required
* Experience as a Service Delivery Manager (or similar) in an MSP / IT services environment
* Strong leadership of technical teams
* Good knowledge of ITSM processes (Incident, Problem, Change, Request)
* Experience managing SLAs and service performance reporting
* Familiar with ISO/IEC 20000-1 or structured service frameworks
* Strong communication and stakeholder management skills
* Confident handling escalations and service issues
Desirable
* ITIL certification (or equivalent experience)
* Experience supporting ISO audits
* Exposure to customer success or account/service management roles
Personal Attributes
* Strong people-first leadership style
* Calm and resilient under pressure
* Clear communicator (technical and non-technical audiences)
* Customer-focused and accountable
* Collaborative and approachable
* Naturally improvement-driven and solutions-focused
Benefits
* 28 days holiday (including bank holidays) + extra service days
* Pension scheme
* Private healthcare
* Life assurance
* Training & development opportunities
* Employee assistance programme
* Volunteer days
* Hybrid working (3 office / 2 remote)
* On-site parking
* Casual Fridays + free breakfast & social perks