Service Delivery Manager
6 - 12 months
Leeds (hybrid 2day travel per week) with occasional travel to Manchester
Inside IR35 - Umbrella only
Active SC clearance required, eligible candidates will be considered
Job Summary:
We are seeking an experienced Service Delivery Manager to act as a senior Subject Matter Expert across Service Management disciplines. The successful candidate will provide strong service leadership, maintain customer confidence, and ensure consistent, high‑quality service delivery during a complex transition period.
The role requires a pragmatic, delivery‑focused professional with deep ITIL knowledge, strong stakeholder management skills, and proven experience operating in high‑pressure, customer‑facing environments.
Key Responsibilities:
* Act as a Service Management SME across Incident, Problem, Change, Risk, Service Performance & Reporting, Service Level Management, Service Process Improvement, Service Continuity, and Availability Management.
* Provide on‑call Major Incident Management cover, ensuring rapid coordination, clear communications, and effective resolution.
* Maintain strong, trusted customer relationships, acting as a primary escalation and assurance point.
* Deliver accurate, timely service reporting, including performance, SLA compliance, risks, issues, and improvement initiatives.
* Support knowledge transfer and offboarding of the core Technical Service Desk (TSD) team where required as part of insourcing.
* Proactively identify and manage risks, proposing mitigation plans to protect service outcomes and contractual commitments.
* Apply ITIL best practice across helpdesk and support services, ensuring consistency, governance, and continual improvement.
* Take accountability for ensuring technical solutions continue to meet business requirements throughout the service lifecycle.
* Collaborate across internal teams, customers, and third‑party suppliers to deliver a cohesive "One Team" service experience.
* Oversee the end‑to‑end service lifecycle, including service support, delivery, and transition activities.
Experience / Education:
Mandatory:
* Degree in Computer Science or equivalent experience in a complex operational environment
* Minimum 5 years' experience in a Service Delivery / Service Management role
* Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement
* Strong customer‑service orientation with a pragmatic problem‑solving approach
* Proven advocate and practitioner of ITIL best‑practice processes
* Experience in a customer‑facing environment
Desirable:
* ITIL v3 Certification
* ITIL v4 Certification (Preferred)
* Experience in Major Incident Management, Incident Management, and Service Transition
* Strong technical background with the ability to communicate effectively to non‑technical stakeholders
* Hands‑on experience with ITSM / helpdesk tooling (e.g. ServiceNow)
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