Service Delivery Manager (IT Service Management)
Contract – 6 Months Initially
Hybrid – 2-3 days p/month onsite in Bath
£360pd (Outside IR35)
Active SC Clearance is essential
Overview
An organisation delivering critical information capabilities to support healthcare outcomes is seeking an experienced Service Delivery Manager to join its Service Management function. The role is responsible for ensuring high-quality service delivery, maintaining strong customer relationships, and driving continual service improvement across IT services.
Key Responsibilities
Maintain end-to-end accountability for service performance and delivery excellence.
Ensure services meet agreed SLAs and KPIs, driving high levels of customer satisfaction.
Lead continual service improvement (CSI) initiatives and embed improvement practices into operational delivery.
Build strong relationships with customers, internal teams, and third-party suppliers.
Monitor service performance, identify risks or issues early, and ensure appropriate escalation and resolution.
Support and champion ITIL processes including Incident, Problem, and Change Management.
Oversee service reporting, performance reviews, and stakeholder communications.
Develop and maintain Service Management Plans and service documentation.
Chair regular service review meetings and ensure effective governance across services.
Skills & Experience
Proven experience in IT Service Management / Service Delivery Manager roles within ITIL-aligned environments.
Strong understanding of ITSM practices across service delivery and development lifecycles.
Experience managing virtual or cross-functional teams.
Knowledge of ITSM tools (e.g., Remedy or similar).
Strong reporting and data analysis skills using tools such as Excel, PowerPoint, or Power BI.
Good technical understanding of IT infrastructure and cloud environments.
ITIL v3 or v4 Foundation certification required.
Familiarity with Agile and Lean practices.
Key Strengths
Excellent stakeholder engagement and communication skills.
Strong analytical and problem-solving abilities.
Ability to work autonomously in a fast-paced environment.
Adaptable and open to new technologies and processes.
Commercial awareness and focus on delivering business value