Service Delivery Manager

TN United Kingdom; Birmingham; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Service Delivery Manager to lead managed service engagements. This role requires building strong client relationships and managing day-to-day operations using ITIL processes. The ideal candidate will have extensive Service Desk Management experience, a passion for continuous improvement, and a flexible approach to customer needs. With a strong focus on cloud environments and Agile practices, this position offers a unique opportunity to drive service excellence and support the growth of innovative solutions. Join a supportive team that values diversity and encourages professional development.

Benefits

Flexible benefits allowance

Health and wellbeing plan

Life Assurance

25 days annual leave

Hybrid working

Retail discounts

Referral scheme

Holiday buy/sell options

Electric vehicle scheme

Training and certification opportunities

Qualifications

• Extensive experience in Service Desk Management within Application Support.
• Strong knowledge of ITIL processes and certifications.

Responsibilities

• Lead managed service engagements and build client relationships.
• Manage day-to-day operations using ITIL processes.

Skills

Service Desk Management

2nd and 3rd Line Support

Cloud Support (AWS, Azure)

ITIL Processes

Service Design

Agile Practices

Communication Skills

Continuous Improvement

Job description

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Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. We're dedicated to empowering brilliant people to do amazing things. Our client-centric approach calls for innovative people, with a passion for continual improvement, to join our expanding Service Management Capability and Managed Service team to support our continued growth. We are currently looking for a Service Delivery Manager to join us.

Our Service Delivery Managers will:

1. Lead one or more managed service engagements for BJSS clients.
2. Build strong client relationships, fostering a partnering approach to Service Delivery.
3. Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes such as Incident, Request Fulfilment, Problem, Access Management, Event, Change Management, and Release Management, both from our offices and at client sites as required.
4. Ensure client-reported issues are logged and maintained in the service management toolset, and resolved in line with documented Service Levels.
5. Attain the required knowledge of the client, platform, and application to provide the necessary support.
6. Know when to escalate issues requiring additional attention.
7. Lead the creation of ITIL-aligned processes and procedures and transition these into live operation.
8. Work closely with technical support teams such as platform engineers and developers, providing 2nd and 3rd line support for platforms and applications.
9. Continuously assess and improve processes and procedures to ensure efficiency and appropriateness.
10. Operate in Agile working environments with varying Agile practices.
11. Support cloud environments in AWS and Azure.

About You

Alongside extensive Service Desk Management experience within an Application Support environment and managing hosting suppliers, we also look for:

1. Demonstrable experience managing 2nd and 3rd line support services.
2. Supporting cloud environments.
3. Experience in Service Design and Service Transition.
4. ITIL certifications with strong knowledge, and experience across all ITIL processes (e.g., Incident, Problem, Change, Capacity reporting).
5. Experience with multiple implementations.
6. Understanding of managing commercial contracts.
7. ISO9001/ISO27001 knowledge and experience.
8. Experience mapping, documenting, and implementing business processes for continuous improvement.
9. Understanding of software development methodologies, project management, and Agile practices.
10. A pragmatic, flexible approach to customer needs while maintaining solid service management structures.
11. Technical knowledge of IT infrastructure and software.
12. A passion for Service Management, continuous improvement, and learning.
13. A flexible 'can do' attitude.
14. Strong communication and presentation skills.

Some of the Perks

• Flexible benefits allowance — choose how to spend it (additional pension contributions, healthcare, dental, and more).
• Industry-leading health and wellbeing plan, including 24/7 GP services, mental health support, and other resources.
• Life Assurance (4 x annual salary).
• 25 days annual leave plus bank holidays.
• Hybrid working — flexibility to split time between the office, client site, and WFH.
• Discounts from various retail, lifestyle, and utility brands.
• Referral scheme with no limits on referrals.
• Holiday buy/sell options.
• Electric vehicle scheme.
• Training and certification opportunities, including unlimited access to O’Reilly.
• Involvement in initiatives to promote diversity in tech.
• Supportive team environment for growth at BJSS.
• Active social calendar including town halls, team nights out, and family events.