Service Delivery Manager

Carbon 60; Chester; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading organisation in the aerospace sector is seeking a Service Delivery Manager to join its Digital Workplace team in Broughton. The ideal candidate will monitor service quality using ServiceNow, manage business escalations, and engage with stakeholders. Essential experience includes a strong knowledge of ServiceNow and ability to manage multiple priorities. The role involves working onsite and may require BPSS+ clearance.

Qualifications

• Strong working knowledge of ServiceNow.
• Proven experience in stakeholder engagement and vendor management.
• Ability to work autonomously and manage multiple priorities.
• Understanding of customer/client needs in a technical service environment.

Responsibilities

• Monitor service quality using ServiceNow dashboards and provide regular reporting.
• Manage and resolve business escalations within agreed processes and timelines.
• Support users and internal service representatives with daily demands and escalations.
• Review and challenge supplier root cause analyses and action plans.
• Conduct face-to-face meetings with business stakeholders to maintain strong relationships.
• Collaborate with digital teams to optimise service delivery.
• Contribute to digital workplace projects enhancing support models and user experience.

Skills

ServiceNow

Stakeholder engagement

Vendor management

Technical service understanding

Autonomy

Job description

Overview

Service Delivery Manager
Location: Broughton
Inside IR35 Contract: 6 Months
Rate: £41.00/hour Umbrella | £30.64/hour PAYE
Hours: 35 per week
A leading organisation in the aerospace and digital transformation sector is seeking a Service Delivery Manager to join its Digital Workplace (DW) team. This role is based onsite in Broughton and will be part of a locally embedded team supporting the daily operations of all DW products at the location.

Responsibilities

• Monitor service quality using ServiceNow dashboards and provide regular reporting.
• Manage and resolve business escalations within agreed processes and timelines.
• Support users and internal service representatives (ISRs) with daily demands and escalations.
• Review and challenge supplier root cause analyses and action plans.
• Conduct face-to-face meetings with business stakeholders to maintain strong relationships.
• Collaborate with transnational digital teams to optimise service delivery.
• Contribute to digital workplace projects aimed at enhancing support models and user experience.

Essential Experience

• Strong working knowledge of ServiceNow.
• Proven experience in stakeholder engagement and vendor management.
• Ability to work autonomously and manage multiple priorities.
• Understanding of customer/client needs in a technical service environment.
• Previous experience in aviation or aerospace sectors is advantageous but not essential.

Additional information

The successful candidate will be required to undergo a BPSS+ clearance and some nationality requirements may apply.

If you are interested in this role please apply directly. For more information please call Ellie at Carbon60 Fareham on (phone number removed).

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy