IT Service Delivery Manager
Position: Senior Service Manager(Internal Name)
Location:Ringwood, Hampshire + Hybrid home working
Salary: £40k DOE + Benefits + Company Profit Share
Hours:37.5 hours per week
The Role
Working alongside two fellow Senior Service Managers, you will form part of a well-established service management team helping to lead the delivery of high-quality IT support services and drive continuous improvement across our operational environment. You will be responsible for the day-to-day operation of our business-as-usual support services, including allocating tasks, monitoring and maintaining contractual KPI commitments, producing customer reports, and serving as an escalation point for both internal and external stakeholders. You will take ownership of the end-to-end customer experience, understanding people, processes and technology to maximise service quality and ensure operational excellence. You will also hold line-management responsibilities.
Duties Include:
1. Provide strategic oversight of all service operations, including the full lifecycle of incidents, service requests, problems, and major incidents, ensuring SLAs are met and ITIL processes (Major Incident, Change, Problem) are consistently applied.
2. Drive proacti...