Service Delivery Manager

Maxwell Bond; Manchester; On-site; GBP 55,000 - 85,000; Full time

Job summary

Maxwell Bond is seeking an experienced Service Delivery Manager to own service performance, oversee application support, and strengthen stakeholder relationships within a growing Technology and Transformation function. You will drive continuous improvement of technology services in collaboration with technical teams and senior stakeholders.

You’ll manage SLAs, incident response, and performance reporting while guiding suppliers and cross-functional teams to ensure services meet business

Qualifications

• Proven IT service delivery experience in a technology environment.
• Experience managing SLAs, incidents, problems and service improvements.
• Strong stakeholders management and communication with technical and non-technical audiences.
• Experience leading or mentoring technical teams.
• Excellent planning, organisational and problem-solving skills.
• Familiarity with ITIL or similar service management environments.

Responsibilities

• Own and manage service delivery against SLAs, KPIs and standards.
• Build relationships with stakeholders and align technology services with business needs.
• Identify issues, recurring problems, and opportunities for improvement.
• Manage third-party suppliers and ensure commitments are delivered.
• Oversee application support, upgrades and maintenance.
• Support change and new system implementations into operations.
• Provide leadership to technical teams and promote knowledge sharing.
• Produce service reports, capacity planning, and demand analysis.
• Ensure security, risk, documentation, and operational processes are maintained.

Skills

ITIL

Stakeholder management

Team leadership

Supplier management

Service reporting

Capacity planning

Job description

We’re looking for an experienced Service Delivery Manager to join a growing Technology and Transformation function, taking ownership of service performance, application support, stakeholder relationships, and the ongoing improvement of technology services.

This is a varied role combining service delivery, supplier management, and technology improvement. You’ll work closely with technical teams and senior stakeholders to make sure services are performing effectively, issues are resolved quickly, and technology continues to support wider organisational objectives.

Key Responsibilities

• Own and manage service delivery against agreed SLAs, KPIs, and service standards
• Build strong relationships with stakeholders, understanding demand and ensuring technology services align with business needs
• Identify service issues, recurring problems, and opportunities for continuous improvement
• Manage third-party suppliers and ensure agreed service commitments are delivered
• Oversee application support, enhancements, upgrades, and planned maintenance
• Support technology change and new system implementations, ensuring services transition effectively into operational support
• Provide leadership and guidance to technical team members, supporting performance, development, and knowledge sharing
• Manage service reporting, capacity planning, and demand analysis to improve efficiency and service quality
• Work closely with technical teams to ensure appropriate security, risk, documentation, and operational processes are maintained

What We’re Looking For

• Proven experience in IT service delivery, application support, or a similar technology management role
• Experience managing SLAs, suppliers, incidents, problems, and service improvements
• Strong stakeholder management skills with the ability to communicate effectively across technical and non-technical audiences
• Experience leading, mentoring, or managing technical teams
• Strong planning, organisational, and problem-solving skills
• Experience working within ITIL or similar service management environments
• Good understanding of application lifecycle management, system changes, and technology projects
• Confident producing and presenting service reports, dashboards, and performance insights
• A proactive, adaptable approach with a genuine focus on improving services and supporting users