Service Delivery Manager

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

Benefits offered by this job

Benefits package

Hybrid working

Job summary

Fruition Group is seeking an experienced Service Delivery Manager in Leeds to lead high-performing support teams and drive service excellence within a fast-paced technology environment.

You will manage incidents, service requests and problem management, monitor performance with KPIs, and own major incidents through to resolution. The role focuses on continual service improvements, stakeholder collaboration and customer-focused delivery.

Qualifications

• Proven experience leading service delivery or operations teams.
• Strong incident and escalation handling skills with tracking via SLAs.
• Experience in monitoring performance using KPIs and CI improvements.
• Excellent stakeholder communication and cross-functional collaboration.
• Analytical mindset with problem-solving abilities.

Responsibilities

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

Skills

People management

Incident & escalation management

KPIs & SLAs

Stakeholder management

Analytical/problem solving

ITIL knowledge

Change management

Automation initiative delivery

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.

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.