Role: Service Delivery Manager
Location: Norwich (Hybrid)
Salary: Up to £40,000
I'm currently supporting a specialist technology services provider seeking an experienced Service Delivery / Service Operations Manager to oversee end-to-end managed support services across a portfolio of clients.
This is a pivotal leadership role responsible for service performance, client satisfaction, operational governance, and continual service improvement. You will act as the primary operational contact for key accounts, ensuring SLA/XLA adherence, managing escalations, and driving consistent, high-quality service delivery.
Alongside client ownership, you will lead and develop a Support team, providing clear direction, performance management, coaching, and capability development. A strong technical understanding is essential to build credibility with engineering teams and bridge the gap between delivery and client outcomes.
You will also analyse service metrics to identify trends, risks, and improvement opportunities, while championing process optimisation, knowledge management, and operational efficiency.
Skills & Requirements:
Proven experience in service delivery or service operations leadership
Strong background in people management and team development
Confident client-facing communicator with experience running service reviews
Solid technical understanding of service environments and managed services
Experience working closely with engineering or technical delivery teams
Strong knowledge of ITIL-aligned service management practices
Ability to interpret service data and drive improvements from insight
Experience within professional services or legal technology environments (desirable)
Proactive, solutions-focused mindset with a focus on continual improvement
Strong stakeholder management and relationship-building skills
Ability to operate in a fast-paced, escalations-driven environmentIf you're interested, reach out to Fintan at TEC Partners for more information