Service Delivery Lead | ITIL-Driven Ops in Hybrid Leeds

Fruition Group; Leeds; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Benefits package

Hybrid work model

Career development

Job summary

Fruition Group is seeking a Service Delivery Manager to lead high-performing support teams in a fast-paced technology environment in Leeds. The role focuses on driving service excellence, improving performance, and delivering measurable outcomes for customers.

You will manage operational delivery, drive continuous improvement, and collaborate with stakeholders to influence service strategy and processes. Hybrid working is offered, with 3 days per week onsite.

Qualifications

• Proven leadership in service delivery or operations environments.
• Experience managing incidents, escalations and problems.
• Strong stakeholder management and communication abilities.
• Experience using KPI/SLAs and operational reporting to drive improvements.
• Customer-focused mindset with a track record of service excellence.

Responsibilities

• Lead and coach service and support teams to deliver outstanding service.
• Manage incidents, requests and problem management against SLAs.
• Monitor service performance using KPIs and management information.
• Own major incidents and escalations through to resolution.
• Drive continual service improvement and operational efficiencies.
• Oversee change activities and service transitions.
• Build strong relationships with internal stakeholders and leaders.
• Identify trends and root causes to improve delivery.
• Plan resources and capacity for the service function.
• Champion a customer-focused culture across the team.

Skills

Leadership

People management

Incident management

Stakeholder management

KPI/SLAs

Communication skills

Analytical thinking

Prioritisation

Customer-focused

Tools

ITIL

Job description

Fruition Group is seeking a Service Delivery Manager to lead high-performing support teams in a fast-paced technology environment in Leeds. The role focuses on driving service excellence, improving performance, and delivering measurable outcomes for customers.

You will manage operational delivery, drive continuous improvement, and collaborate with stakeholders to influence service strategy and processes. Hybrid working is offered, with 3 days per week onsite.