Service Delivery Manager

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

Job summary

An innovative IT managed service provider is seeking a Service Delivery Manager to lead their managed service teams in delivering top-notch IT services. The role involves ensuring SLAs are met, establishing KPIs, and maintaining strong customer engagement in a hybrid working environment. Candidates should possess a strong background in ITIL and exceptional problem-solving skills, along with the capacity to work under pressure. Competitive salary and benefits included.

Benefits

22 days holiday basic

Additional birthday day off

Service year holiday increase

Employee Assist Program

Enhanced Paternity Pay

Enhanced Maternity Pay

Qualifications

• Experience in managing IT services, ideally in a customer-focused environment.
• Strong ability to work under pressure while meeting deadlines.
• Excellent communication skills with senior stakeholders.

Responsibilities

• Lead managed service teams delivering IT services to high-profile customers.
• Ensure SLAs are met to avoid service credits.
• Establish KPIs to ensure service excellence.

Skills

ITIL service management processes

Problem-solving skills

Leadership

Customer engagement

Job description

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 challenging role requires high levels of gravitas and confidence in dealing with senior stakeholders while owning and leading customer engagement fully. You should be well versed in ITIL service management processes, possess good problem-solving skills, and 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. You will ensure that SLAs are met according to the contracted service to avoid service credits and 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