Service Delivery Manager Permanent, Full-time Hybrid working between our Derby office and working from home - we're open to discussing how this can work for you. £40,000-£45,000 plus benefits Due to an internal promotion, we’re looking for someone to grow with us as Service Delivery Manager, a key role as part of our IT Support team. This role is perfect for someone who’s ready to take a step up and grow into a service-focused position. You might come from an account management, customer success or sales background and looking for your next challenge in a role where you can really make an impact. At its heart, this role is about building strong relationships with our suppliers, making sure we’re getting the best possible service, and helping our IT services run smoothly for our people. The technical service delivery side? We’ll support you to learn that. If you’re curious, proactive, and confident working with people, we’ll give you the space and support to develop into a well-rounded service delivery professional. What you’ll be doing No two days are the same, but here’s what you’ll get doing day to day: Building strong supplier partnerships Build positive, productive relationships with our third-party providers Lead conversations with suppliers, holding them to account while maintaining a collaborative approach to ensure they deliver for MAB Lead regular service reviews and look for ways to improve performance Bring a commercial mindset, spotting opportunities to make improvements over time Supporting service performance Track key metrics and help ensure services are running smoothly Work with the team to understand trends and identify areas for improvement Help turn data into simple, useful insights Getting involved in incident management Support the team during major incidents and learn how to coordinate responses Help capture lessons learned and contribute to improvements Build your experience in handling critical situations over time Learning and improving how we work Get hands-on with service management processes (we’ll teach you these) Support continuous improvement initiatives across IT services Contribute ideas, bringing a fresh perspective Exploring what’s next Be part of how we evolve, including testing new tools and smarter ways of working (including AI) What you’ll bring You don’t need to have done this exact role before. We’re more interested in attitude and potential. We’d love to hear from you if you: Have experience in account management, sales, customer success or a relationship-focused role Are confident building relationships and having conversations that balance support and challenge Are commercially aware and enjoy working with external partners Are keen to learn, open to feedback and motivated to grow with us Communicate clearly and confidently with different audiences Stay organised and can manage multiple priorities It would be great (but not essential) if you: Have some exposure to IT, service delivery or operations Keen to learn ITIL principles and service management frameworks Have experience working with suppliers or contracts Recruitment Process 1st stage: Introductory call with our Head of IT Support 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