Service Delivery Manager – Contract Location: Kent (near Maidstone) Contract: 6 months (scope for extension) Rate: Up to £675 per day (Inside IR35) Overview We are seeking a Service Delivery Manager (SDM) to oversee the delivery of IT and technology services to internal business stakeholders. The role is critical in ensuring consistent, SLA-driven service delivery, building strong customer relationships, and delivering high-quality reporting and governance. The SDM will take ownership of service performance, act as a key escalation point, and collaborate with technology and project teams to ensure seamless transition of services. Key Responsibilities · Build and maintain strong service relationships with business stakeholders, ensuring transparency and buy-in. · Own the end-to-end service provision for allocated business units, including Problem, Incident, and Service Request management. · Ensure SLAs are met and customer expectations are consistently exceeded. · Act as a single point of escalation for service delivery issues. · Collaborate with project and delivery teams to ensure smooth service transition where services are added or removed. · Produce regular Service Review packs, Incident Reports, and other MI reporting. · Drive a culture of continuous improvement, problem solving, and quality enhancement. · Support Incident and Major Incident management as part of a rota. · Contribute to technology roadmaps, service introduction, and vendor management. · Provide leadership and guidance through a matrix structure, motivating teams and promoting best practice. Person Specification Essential Experience & Skills: · Strong background in IT service management across the full lifecycle. · Experience running an IT Service Desk and Desktop Support function. · ITIL best practice implementation and escalation management. · Proven ability to work with 3rd parties and offshore partners. · Strong problem-solving skills and ability to simplify complex issues. · Excellent written and verbal communication skills, able to engage at senior levels. · Ability to work under pressure and with minimal supervision. Qualifications: · Educated to a high standard. · ITIL Foundation or equivalent Service Delivery qualification. Personal Qualities: · Proactive, driven, and detail-focused. · Strong initiative with a hands-on, problem-solving approach. · Flexible and adaptable within changing organisational structures. · Diligent, quality-focused, and able to apply original, innovative thinking. Special Conditions: · Occasional out-of-hours support and participation in escalation rota required