Service Delivery Manager

Fruition Group; Leeds; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Benefits package

Hybrid work model

Career development

Job summary

Fruition Group is seeking a Service Delivery Manager to lead high-performing support teams in a fast-paced technology environment in Leeds. The role focuses on driving service excellence, improving performance, and delivering measurable outcomes for customers.

You will manage operational delivery, drive continuous improvement, and collaborate with stakeholders to influence service strategy and processes. Hybrid working is offered, with 3 days per week onsite.

Qualifications

• Proven leadership in service delivery or operations environments.
• Experience managing incidents, escalations and problems.
• Strong stakeholder management and communication abilities.
• Experience using KPI/SLAs and operational reporting to drive improvements.
• Customer-focused mindset with a track record of service excellence.

Responsibilities

• Lead and coach service and support teams to deliver outstanding service.
• Manage incidents, requests and problem management against SLAs.
• Monitor service performance using KPIs and management information.
• Own major incidents and escalations through to resolution.
• Drive continual service improvement and operational efficiencies.
• Oversee change activities and service transitions.
• Build strong relationships with internal stakeholders and leaders.
• Identify trends and root causes to improve delivery.
• Plan resources and capacity for the service function.
• Champion a customer-focused culture across the team.

Skills

Leadership

People management

Incident management

Stakeholder management

KPI/SLAs

Communication skills

Analytical thinking

Prioritisation

Customer-focused

Tools

ITIL

Job description

Location: Leeds City Centre (Hybrid - 3 days per week onsite)
Salary: Up to £50,000 + benefits

Why Apply?

Are you an experienced Service Delivery Manager, Operations Manager or Team Leader looking for an opportunity to drive service excellence within a fast-paced technology environment?

We're looking for a Service Delivery Manager to lead high-performing support teams, improve service performance, and ensure customers receive an exceptional level of service. You'll play a key role in managing operational delivery, driving continuous improvement, and working closely with stakeholders across the business to deliver measurable results.

This is an excellent opportunity to join a well-established organisation where you'll have the autonomy to influence service strategy, improve operational processes, and make a genuine impact on both customer experience and business performance.

Responsibilities

• Lead, coach and develop service and support teams.
• Manage incidents, service requests and problem management activities against agreed service levels.
• Monitor service performance using KPIs, metrics and management information.
• Take ownership of major incidents and escalations through to resolution.
• Drive continual service improvement initiatives and operational efficiencies.
• Manage change activities and service transitions.
• Build strong relationships with internal stakeholders and business leaders.
• Identify trends, recurring issues and root causes to improve service delivery.
• Ensure effective resource and capacity planning across the service function.
• Champion a customer-focused culture across the team.

Requirements

• Proven experience in a Service Delivery Manager, Operations Manager or similar leadership role.
• Strong people management and coaching experience.
• Excellent incident and escalation management skills.
• Experience managing performance through KPIs, SLAs and operational reporting.
• Strong stakeholder management and communication skills.
• Analytical mindset with excellent problem-solving abilities.
• Ability to prioritise effectively and perform well in a fast-paced environment.
• Customer-focused approach with a passion for delivering exceptional service.
• Experience within an IT, technology or service management environment.
• Knowledge of service management best practice frameworks such as ITIL.
• Experience delivering process improvement and automation initiatives.
• Supplier and third-party management experience.
• Change and service transition management exposure.

What's in it for me?

• Salary up to £50,000.
• Hybrid working with 3 days per week in Leeds City Centre.
• Opportunity to lead and influence a critical service function.
• Career development within a growing technology environment.
• Exposure to major operational and service improvement initiatives.
• Collaborative and supportive leadership team.
• Competitive benefits package.

Interested?

If you're passionate about service excellence, enjoy leading teams and want to play a key role in delivering outstanding customer experiences, we'd love to hear from you.

We are an equal opportunities employer and welcome applications from all suitably qualified individuals regardless of age, disability, gender identity, marriage and civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. We are committed to creating an inclusive environment where everyone can thrive.