Service Delivery Manager – Contract
Location: Kent (near Maidstone)
Contract: 6 months (scope for extension)
Rate: Up to £675 per day (Inside IR35)
Overview
Weare seeking a Service Delivery Manager (SDM) to oversee the delivery of IT and technology services to internal business stakeholders. The role is critical in ensuring consistent, SLA-driven service delivery, building strong customer relationships, and delivering high-quality reporting and governance.
The SDM will take ownership of service performance, act as a key escalation point, and collaborate with technology and project teams to ensure seamless transition of services.
Key Responsibilities
·Build and maintain strong service relationships with business stakeholders, ensuring transparency and buy-in.
·Own the end-to-end service provision for allocated business units, including Problem, Incident, and Service Request management.
·Ensure SLAs are met and customer expectations are consistently exceeded.
·Act as a single point of escalation for service delivery issues.
·Collaborate with project and delivery teams to ensure smooth service transition where services are added or removed.
·Produce regular Service Review packs, Incident Reports, and other MI reporting.
·Drive a culture of continuous improvement, problem solving, and quality enhancement.
·Support Incident and Major Incident management as part of a rota.
·Contribute to technology roadmaps, service introduction, and vendor management.
·Provide leadership and guidance through a matrix structure, motivating teams and promoting best practice.
Person Specification
Essential Experience & Skills:
·Strong background in IT service management across the full lifecycle.
·Experience running an IT Service Desk and Desktop Support function.
·ITIL best practice implementation and escalation management.
·Proven ability to work with 3rd parties and offshore partners.
·Strong problem-solving skills and ability to simplify complex issues.
·Excellent written and verbal communication skills, able to engage at senior levels.
·Ability to work under pressure and with minimal supervision.
Qualifications:
·Educated to a high standard.
·ITIL Foundation or equivalent Service Delivery qualification.
Personal Qualities:
·Proactive, driven, and detail-focused.
·Strong initiative with a hands-on, problem-solving approach.
·Flexible and adaptable within changing organisational structures.
·Diligent, quality-focused, and able to apply original, innovative thinking.
Special Conditions:
·Occasional out-of-hours support and participation in escalation rota required.