Service Delivery Manager

JR United Kingdom; Leatherhead; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading UK brand is looking for an IT Service Delivery Manager on a contract to permanent basis. The role involves managing service delivery, ensuring quality coordination, and fostering continuous improvement while focusing on customer experience. Candidates should have a strong ITIL background and be confident in interacting with senior stakeholders.

Qualifications

• Strong background in ITIL-based service operations.
• Experience with Jira ITSM is a plus.
• Ability to influence senior stakeholders in fast-paced environments.

Responsibilities

• Lead major incident response and coordinate service restoration.
• Govern problem management and conduct root cause analysis.
• Drive continuous improvement across tooling and processes.

Skills

ITIL-based service operations

Customer experience

Jira ITSM

Stakeholder influence

Continuous improvement

Job description

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Service Delivery Manager (Contract to Perm)

• 1 day per week in Leatherhead

The opportunity

Seeking an experienced IT Service Delivery Manager working for one of the UKs most recognisable brands, ideally on a contract to perm basis. This role is customer facing and you’ll be responsible for ensuring high-quality coordination and governance across the function.

What you’ll focus on

• Leading the response and coordination of major incidents, problems ensuring services are restored quickly and safely
• Continual service improvement and XLAs, putting the customer at the heart of everything you do.
• Translate tech jargon to non-technical stakeholders, coordinating tech teams.
• Governing the problem management process and overseeing root cause analysis
• Chairing problem reviews and influencing senior stakeholders across Technology
• Driving continuous improvement across tooling, reporting, and process maturity
• Providing guidance and training to colleagues on best practice

What we’re looking for

• A strong background in ITIL-based service operations, with a focus on customer experience.
• Ideally Jira ITSM experience.
• Gravitas and the ability to influence senior stakeholders
• Confidence operating in a fast-paced environment with competing priorities

If this sounds like the right fit for your skill set and availability, I’d welcome a confidential conversation. Please reach out directly for more details.