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