Service Delivery Manager

TN United Kingdom; Manchester; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An innovative firm is seeking a dedicated Service Delivery Manager to enhance client services and support cloud environments. In this role, you will lead managed service engagements, foster strong client relationships, and ensure effective service delivery through ITIL processes. You'll collaborate with technical teams, assess and improve operational efficiencies, and support cloud environments in AWS and Azure. This role offers a hybrid working model, allowing for flexibility between office and remote work, making it an exciting opportunity for those passionate about service management and continuous improvement.

Benefits

Flexible benefits allowance

Health and wellbeing plans

Life Assurance (4x annual salary)

25 days annual leave plus bank holidays

Hybrid working model

Retail discounts

Referral schemes

Training and certification support

Community involvement opportunities

Qualifications

• Extensive experience in Service Desk Management and Application Support.
• Proven management of 2nd and 3rd line support services.

Responsibilities

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

Skills

Service Desk Management

ITIL Processes

Cloud Environments

Agile Methodologies

Communication Skills

Process Improvement

Education

ITIL Certifications

Experience in Service Design

Tools

AWS

Azure

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.

Responsibilities of Our Service Delivery Managers include:

1. Leading one or more managed service engagements for BJSS clients.
2. Building strong client relationships to foster a partnering approach to Service Delivery.
3. Managing 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. Ensuring client-reported issues are logged, maintained, and resolved in line with documented Service Levels.
5. Gaining sufficient knowledge of the client, platform, and application to provide effective support.
6. Knowing when to escalate issues requiring additional attention.
7. Leading the creation and transition of ITIL-aligned processes into Live Operation.
8. Collaborating closely with technical support teams, including platform engineers and developers, providing 2nd and 3rd line support.
9. Assessing and improving processes and procedures for efficiency and effectiveness.
10. Operating in Agile environments with varying practices.
11. Supporting cloud environments in AWS and Azure.

About You

We look for candidates with extensive Service Desk Management experience within Application Support, experience managing hosting suppliers, and:

• Proven experience managing 2nd and 3rd line support services.
• Supporting cloud environments.
• Experience in Service Design and Service Transition.
• ITIL certifications and knowledge, with demonstrable experience across all ITIL processes.
• Experience with multiple implementations.
• Understanding of managing commercial contracts.
• Knowledge of ISO9001/ISO27001 standards.
• Skills in mapping, documenting, and improving business processes.
• Understanding of software development methodologies, project management, and Agile practices.
• A pragmatic, flexible approach to customer needs while maintaining structured service management.
• Technical knowledge of IT infrastructure and software.
• Passion for Service Management and continuous improvement.
• Strong communication and presentation skills.

Some of the Perks include:

• Flexible benefits allowance for various options.
• Health and wellbeing plans, including 24/7 GP services and mental health support.
• Life Assurance (4x annual salary).
• 25 days annual leave plus bank holidays.
• Hybrid working model with flexibility between office, client site, and WFH.
• Discounts from various retail, lifestyle, and utility brands.
• Referral schemes, holiday buy/sell options, and electric vehicle schemes.
• Training and certification support, including access to O’Reilly.
• Opportunities for community involvement and social events.