Service Delivery Manager

ITI Group; Aberdeen City; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A leading service delivery company is seeking a Service Delivery Manager in Aberdeen to oversee daily operations and ensure exceptional service for key clients. The ideal candidate will have experience in ITIL/ISO 20000 Service Management processes and demonstrate strong leadership and communication skills. This hybrid role offers a competitive salary and numerous benefits including private medical insurance, enhanced family-friendly policies, and 25 days of annual leave.

Benefits

25 days annual leave

Private Medical Insurance

Flexible working hours

Employee Assistance Programme

Qualifications

• Demonstrable experience in core ITIL/ISO 20000 Service Management processes.
• Full-lifecycle Service Management experience.
• Ability to manage both service and leadership responsibilities.

Responsibilities

• Lead service delivery and ensure service levels are met.
• Manage internal and client reporting activities.
• Collaborate with various teams to solve problems.

Skills

ITIL/ISO 20000 Service Management

Leadership skills

Communication skills

MS 365 proficiency

Tools

Service management ticketing tool

Job description

Full‑time • Group Service • Aberdeen – Hybrid

About The Job

We’re looking for a Service Delivery Manager to lead day‑to‑day service operations and ensure exceptional delivery for our clients. Reporting to the Group Head of Service Delivery, you’ll oversee service management activities, support the delivery of a diverse service portfolio, and act as the primary Service Delivery Manager for key clients. You’ll provide line management to a portion of the team and contribute to shaping our processes, quality, compliance, and performance measurement. This is a great opportunity to influence service excellence, develop as a leader, and drive continuous improvement across the Service Delivery function.

Salary: up to £60,000 depending on skills and experience.

Who is ITI Group?

Over 50 years of combining industry‑renowned expertise, ITI Group delivers digital transformation solutions for Energy, Nuclear and Industrial manufacturing sectors. With a global brand and locations across the UK, Europe and North America, we advance safe, secure and sustainable operations through innovative technology.

You Will

Summary of role and responsibilities

• Solve problems and handle the volatility and unpredictability of Service Delivery. Be inventive, bring new ideas, multitask, and show initiative.
• Show leadership and work independently.
• Ensure agreed service levels are met or exceeded and follow policies, processes and procedures.
• Lead Service Measurement and Reporting activities – generate internal and client reports and lead Service Reviews where required.
• Channel outputs from these processes into Service Improvement tasks, documented and allocated.
• Understand technical layers beneath Service Management sufficiently to participate in Problem Management, identify service risks or improvements.
• Collaborate with the Service Delivery team and key colleagues from Project Delivery, Commercial, Finance, and People teams.
• Recognise and own escalations, investigate, improve, or escalated appropriately.
• Manage interfaces with other service chain participants, third‑party suppliers, etc.
• Escalate to or request support from the Group Head of Service Delivery as appropriate.
• Manage engineer assignments, ensuring work distribution, meeting targets, and maintaining quality and compliance.
• Attend stand‑ups and meetings, represent Service Delivery across the business.
• Participate in an on‑call rota (no more than one week out of every four, limited to Service Management activities).
• Travel to client sites or company premises when required (no more than 10 times per year).
• Own assigned objectives, such as leadership of a specific service process, client SLA, or major improvement activity.
• Understand business and financial metrics underpinning client services.
• Line‑manage and hold functional responsibility for the assigned team.

Summary of Requirements

Experience and Knowledge

• Demonstrable experience leading core ITIL/ISO 20000 Service Management processes – Incident, Major Incident, Problem, Change, and Service Measurement & Reporting.
• Full‑lifecycle Service Management experience and ability to navigate between Incident, Problem, Change, Release & Deployment.
• Combine service management and leadership responsibilities.
• Competence in a service management ticketing tool, including priority, status, assignment, CI tags, ticket lifecycle, and reporting.
• Confidence in writing documentation and leading high‑profile client meetings.

Skills and Abilities

• Middle‑tier leadership skills.
• Exemplary professional and communication skills; proficient with MS 365 and standard desktop tools.

Values

In line with our company values, we seek someone who:

• 🏝️ Delivers what we promise.
• 🦺 Demands the highest levels of Safety and Security.
• 🏆 Applies Technical Mastery.
• 🧠 Is committed to Continual Learning.
• 🤝 Works Collaboratively.
• 💡 Challenges the norm to innovate.

What We Can Offer You

Inspire and innovate with us; join ITI Group, a place where you can shine! Find out more on our careers page.

Benefits

• 25 days annual leave, 8 Bank Holidays plus the ability to buy/sell up to 5 days per year.
• Flexible start and finish times, including flexi‑Fridays.
• Competitive Employee Referral Award Scheme.
• Private Medical Insurance.
• Life Assurance.
• Pension.
• Professional membership fee reimbursement.
• Healthy Extras – Employee Assistance Programme, access to a practising GP, confidential advice.
• Enhanced family‑friendly policies.

ITI is an equal opportunities employer. For more information, please refer to our Equality of Opportunity statement on the ITI Group Careers page.