Service Delivery Lead – IT Ops & Incident Management

Together Limited; Manchester; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus up to 20%

Health cash plan

Private medical insurance

Life assurance and critical illness

Matched pension contribution

26 days holiday + birthday off

Travel season ticket loans

Ride to work scheme

Free local gym access

Job summary

Together Limited is seeking a Service Delivery Manager to ensure effective operational service delivery within the Tech function in the UK. The role focuses on major incident coordination, service reviews with Tier 1 suppliers, SLA adherence, and budgeting input.

You will support IT Admin invoicing, Group Procurement service relationship management, and provide input to the Cyber & Operations Director on IT budgets.

Qualifications

• ITIL v3 Foundation/Intermediate qualified.
• Experience implementing ITSM processes and standards.
• Ability to drive continual service improvement (CSI).
• Strong relationship management and stakeholder engagement skills.
• Excellent written and verbal communication; problem-solving oriented.

Responsibilities

• Support escalations for incidents, service requests, or problems across GTS trains.
• Triage tickets across queues, report trends and SLA breaches, escalate as needed.
• Monitor helpdesk queues for Level 2/3 alerts and ensure effective handovers.
• Collaborate with queue owners to improve first-time ticket handling and service introductions.
• Coordinate release management inputs and capture lessons learned from incidents caused by releases.

Skills

Service Management

ITIL v3 Foundation/Intermediate

Incident & Problem Management

SLA & KPI Governance

Stakeholder Management

Vendor & Supplier Coordination

Education

ITIL certification

Job description

Together Limited is seeking a Service Delivery Manager to ensure effective operational service delivery within the Tech function in the UK. The role focuses on major incident coordination, service reviews with Tier 1 suppliers, SLA adherence, and budgeting input.

You will support IT Admin invoicing, Group Procurement service relationship management, and provide input to the Cyber & Operations Director on IT budgets.