Service Delivery Manager
About us
We are a fast-growing technology organisation committed to empowering users with smart, dependable systems. Our mission is to reduce friction in day-to-day operations, turn complex data into meaningful insight, and support teams to work smarter - not harder.
The role
We seek a hands-on and strategic Service Delivery Manager to lead our 2nd Line Delivery & Support team. This individual will help break down complex tasks, gather requirements, and liaise closely with business sponsors and stakeholders. You'll ensure the 2nd Line team and engineering squads have clear deliverables, realistic timelines, and robust support to deliver against those commitments.
Key Responsibilities
1. Lead the end-to-end incident and problem management lifecycle, including root cause analysis
2. Identify recurring issues and work with engineering/product to drive prevention
3. Monitor SLAs, track metrics (e.g. MTTR, incident volumes), and improve service levels
4. Drive continuous improvement and process optimisation across the team
5. Allocate resources effectively and mentor team members
6. Act as incident commander during major outages
7. Collaborate across cross-functional teams (product, engineering, operations) to prioritise and deliver work
8. Create and maintain strong operational processes, automation, and documentation
Who we're looking for
9. Strong technical foundation in IT operations and support methodologies
10. Proven experience in incident/problem management, preferably within ITIL frameworks
11. Excellent analytical, communication, and stakeholder management skills
12. Ability to work under pressure, manage competing priorities, and lead a team
13. Experience driving operational excellence, process improvements, and automation
What we offer
14. Competitive salary, benefits, and flexible working options
15. Generous holiday & wellbeing days
16. Life insurance, private health, and mental health support
17. Pension, parental leave, and return-to-work coaching
18. A values-driven, collaborative environment where your work is visible and impactful