Location: Hybrid – Waterlooville ( 3 Days per week in office)
Role Overview
We are looking for an experienced Service Delivery Manager to lead IT service operations and ensure customers receive a reliable, high-quality support experience.
You will manage Service Desk and Engineering teams, improve service performance, and drive continuous improvement across all IT service delivery functions.
This is a leadership role focused on people, process, and customer experience—bringing structure, consistency, and calm control to service operations.
Key Responsibilities
* Lead and develop Service Desk and Engineering teams
* Build a high-performance, accountable, and supportive team culture
* Run 1:1s, performance reviews, and development plans
* Manage workload, wellbeing, and team capacity
* Set clear expectations for service quality and behaviour
Service Delivery & Operations
* Own end-to-end service delivery performance
* Manage incident, request, problem, and change processes
* Ensure SLA and service targets are consistently met
* Reduce service disruption and improve stability
* Drive operational efficiency and service improvements
Customer Experience & Escalations
* Act as senior escalation point for service issues
* Ensure clear and timely communication during incidents
* Run service reviews with customers and track actions
* Align service delivery with customer expectations
Service Management & ISO Alignment
* Maintain ISO/IEC 20000-1 aligned service processes
* Ensure ITSM processes are followed and continuously improved
* Support audits and governance activities
* Embed service excellence into daily operations
* Identify and deliver service improvement initiatives
* Use data and feedback to improve performance
* Collaborate across technical and operational teams
* Improve service quality, efficiency, and user experience
Experience Required
o Experience as a Service Delivery Manager (or similar) in an MSP / IT services environment
o Strong leadership of technical teams
o Good knowledge of ITSM processes (Incident, Problem, Change, Request)
o Experience managing SLAs and service performance reporting
o Familiar with ISO/IEC 20000-1 or structured service frameworks
o Strong communication and stakeholder management skills
o Confident handling escalations and service issues
o Exposure to customer success or account/service management roles
Personal Attributes
o Strong people-first leadership style
o Calm and resilient under pressure
o Clear communicator (technical and non-technical audiences)
o Customer-focused and accountable
o Collaborative and approachable
o Naturally improvement-driven and solutions-focused
o Life assurance
o Employee assistance programme
o Hybrid working (3 office / 2 remote)
o On-site parking
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