Service Delivery Manager Permanent, Full-time Hybrid - 2 days at our Derby office, 2 days working from home About the role Due to an internal promotion, Service Delivery Manager to take ownership of how our IT services perform, evolve and continuously improve. You’ll be right at the heart of ensuring everything runs reliably, securely and (most importantly) works brilliantly for our people. From managing suppliers and major incidents to exploring AI-powered service improvements, you’ll help shape how we deliver technology across the business. What you’ll be doing No two days are the same, but here’s a flavour of what you’ll be doing: Owning service performance Keeping a close eye on KPIs, SLAs and trends Making sure our services are running like a well-oiled machine Building strong supplier partnerships Managing third-party provider relationships, negotiating terms and holding them to high standards Running service and contract reviews that actually drive improvement Incident Management Taking charge during major incidents (cool head required!) Leading post-incident reviews and turning lessons into action Driving smarter ways of working Producing reports that tell a clear story (not just numbers) Spotting opportunities to improve and making them happen ⚙️ Championing best practice Shaping ITSM processes in line with ITIL Contributing to Change Advisory Boards and risk discussions Exploring what’s next Helping us test and roll out AI-enabled tools that improve service and experience What you’ll bring If most of these sound like you, we’d love to hear from you: Experience in IT Service Delivery, Operations or Supplier Management A solid understanding of ITIL and service management best practice You can effectively build relationships and partnerships with external suppliers and internal teams Strong analytical thinking, you enjoy digging into data and spotting trends Brilliant communication skills (you can talk tech and business) The ability to juggle priorities and stay calm under pressure Experience handling major incidents and post-incident reviews would be desirable Bonus points if you’ve dipped your toe into AI or service improvement initiatives! Please note your first 3 months will be full-time based at our Derby office, to ensure the best possible onboarding experience. After 3 months, this will change to 2 days a week in the office. Recruitment Process 1st stage: In-person interview with our Head of IT Support and Service Delivery Manager 2nd stage: In-person interview with our hiring team What’s In It For You? Private Medical Insurance (Vitality), 25 days annual leave (increasing to 28 with service) plus your birthday off, matched pension contribution (L&G), share save scheme (Equinity), retail discounts, free entertainment tickets, plus much more! ⏰ Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager) A wide range of Learning & Development offers, from 121 coaching to qualification support, helping you to grow and thrive in your career A supportive, inclusive culture with forums you're welcome to join from day 1, using your voice to make MAB an even better place to work Everyone is Welcome At MAB, we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us. We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact careers@mab.org.uk. Use of AI We recognise that AI tools can be a helpful way to articulate your qualities, skills and experience when applying for roles. It’s important to us, however, that we see the real you throughout the recruitment process. We hire real people, not polished personas! We simply ask that you consider carefully how and where you use AI during your application, so we can hear your own thoughts and meet your authentic self. Please note we are unable to consider candidates requiring visa sponsorship at this moment in time. We won't be accepting speculative CVs from recruitment agencies, with a full PSL in place. LI-HB1