IT Service Delivery Manager When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed. Come and join the Littlefish team! Work location: Warwickshire Salary: Up to: £70,000 Must Be eligible for SC (Must have lived in the UK for the past 5 years) Here at Littlefish, we look for people who can make arealdifference and become a giant slayer.As the world around us continues to change, we look for people who grab that change with optimism and excitement.Theseare thepassionate and high performingpeoplewho enjoy and thrive onthinking outside the box. Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, andadd toour skills and experienceas we see Littlefish grow. So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you. The role and what youll be getting up to on a day to day basis: We are seeking an experienced and influential Service Delivery Manager to join our Service Delivery function. This role is central to our customer facing service delivery function, where you will assume full accountability for the end-to-end management and delivery of contracted services for a high-profile, dedicated customer. We are looking for a strategic, commercially aware Service Delivery Manager who can drive performance, strengthen client relationships, and elevate service quality across the board As a Service Delivery Manager, you will ensure that all services are delivered in line with contracted commitments, while continuously improving quality, customer satisfaction, and operational efficiency. You will act as a trusted advisor to the customer and internal teams alike, defining and shaping service delivery strategy, challenging conventional thinking, and helping us innovate as our tools and technologies evolve. What you will be leading & delivering: Providing strong leadership of Littlefish services for your assigned customers, building trust and confidence at senior levels. Developing long-term strategic relationships with customers and third-party providers. Ensuring delivery against SLAs, contractual performance targets, and customer commitments. Driving improvements in customer satisfaction and NPS outcomes. Managing contractual scope, compliance and, delivering P&L performance to agreed targets. Working with Account Managers to plan account strategies, map key relationships, identify opportunities and support renewals. Supporting operational cost reduction initiatives, collaborating across Operations and with customers. Ensuring full adherence to governance processes, including risk management, service documentation, obligation adherence and continuous improvement plans. Chairing customer service reviews and ensuring governance cadence is maintained. Providing timely, accurate reporting and high-level service intervention where required. Driving service excellence through strategic thinking, innovation, and proactive improvement. What youll bring: A proven track record in Service Management and Business Management. In-depth knowledge of ITIL v3 or v4, with accredited certification. Strong commercial awareness, with the ability to manage budgets, forecasts and profitability. Experience delivering and influencing major programmes, business cases and financial proposals. Deep understanding of service design, service introduction and modern outsourcing models. Ability to build trusted relationships at peer, senior and board level. A strong grasp of supply chain and SIAM models. Advanced communication, stakeholder management and presentation skills. The confidence and capability to resolve conflict, manage performance, and lead through complexity. Analytical strength with the ability to understand data trends and translate insight into action. A strategic mindset paired with a willingness to challenge the status quo and drive innovation. Utilities sector experience would be highly desirable What can we offer you? Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare Referral bonus scheme of £1000 when you successfully refer a friend. Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals. Casual dress policy Company Pension Scheme Company social events 25 days annual leave plus public / bank holidays Purchase of annual leave scheme Life at Littlefish: Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow. I am High Performing- I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence. I am Passionate- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another. I Have a Can-Do Attitude - I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done! So, if you feel like you can make a tangible difference, apply today, and join us on this journey. Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported. We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly. Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a prefer not to say option).