Service Delivery Manager

Spherica Business Solutions Ltd; Birmingham; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading Automation and Innovation IT Managed Service Provider seeks a Service Delivery Manager to lead their teams and deliver exceptional IT services. The successful candidate will oversee governance, meet SLAs, and enhance customer engagement while managing performance metrics. With a salary range of £40K-45K, this full-time role offers hybrid working and numerous employee benefits.

Benefits

22 days holiday basic

Additional birthday day off

Additional holiday day for each service year (up to 30 days)

£20 Birthday Voucher

Purchase of additional annual leave (salary sacrifice)

Enhanced Maternity Pay - with 2 years' service

Enhanced Paternity Pay

Employee Assist Program, Gym and Active discounts

Qualifications

• Enthusiastic and motivated individual for a rapidly growing IT company.
• Experience in ITIL service management processes and problem-solving required.
• Ability to handle senior stakeholder engagement and deliver under pressure.

Responsibilities

• Lead managed service teams delivering IT services to high-profile customers.
• Ensure SLAs are met and manage the impact of changes to customer environments.
• Establish Key Performance Indicators for service excellence.

Skills

Problem Solving

ITIL Service Management

Stakeholder Engagement

Leadership

Job description

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Job Title: Service Delivery Manager

Employment Type: Full Time - Mon-Fri 9am-5:30pm

Location: Hybrid with requirement to travel to Birmingham, London and Walsall

Salary: £40K-45K pa DOE

Start Date: September 2025

We are an Automation and Innovation IT Managed Service Provider who strive to push the boundaries in technological capabilities.

As an Automation First IT company we deliver excellence in IT automation such as problem solving, programming languages and insist on giving our customers the freedom to suggest new ways of working.

Requirements

This is an opportunity for an enthusiastic and motivated individual who wishes to join a rapidly growing company which provides IT managed services and automation solutions to a wide variety of business sectors.

The Service Delivery Manager [SDM] will be responsible for leading our managed service teams, delivering IT services to our high-profile customers. This is a challenging role that requires high levels of gravitas and confidence in dealing with senior stakeholders while owning and leading the customer engagement fully. In addition, you will be well versed in ITIL service management processes, possess good problem-solving skills and be able to demonstrate your ability to deliver successful IT services under pressure and on time.

As the SDM, you will lead the service and be responsible for governance, policy, processes, systems and people. In addition, you will ensure that SLAs are met accordingly with the contracted service to avoid service credits but also manage the impact of changes to both the customer environment and volumes. You will work with the customer to establish Key Performance Indicators [KPIs] designed to ensure service excellence.

Benefits

• 22 days holiday basic
• Additional birthday day off
• Additional holiday day for each service year from year 2, up to 30 days
• £20 Birthday Voucher
• Purchase of additional annual leave (salary sacrifice)
• Purchase of additional pension contributions (salary sacrifice)
• Recruitment Referral Incentive (£200-£500 reward depending on level of role) for recommending a friend - T&C apply)
• Expensed eye tests
• Expensed flu vaccinations for onsite workers
• Employee Assist Program, Gym and Active discounts.
• All or part expensed contribution to home workers additional equipment - including company phone or contribution to personal phone bill.
• Enhanced Paternity Pay
• Enhanced Maternity Pay - with 2 years' service