Service Delivery Manager

BJSS; North East; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A dynamic IT service provider seeks a Service Delivery Manager in Newcastle upon Tyne. In this role, you will lead service engagements, manage client interactions, and ensure effective service delivery using ITIL processes. Ideal candidates will have extensive experience in Service Desk Management, cloud environments, and strong communication skills. A flexible working model is offered with numerous perks including health benefits and a supportive team environment.

Benefits

Flexible benefits allowance

Industry-leading health and wellbeing plan

25 days annual leave plus bank holidays

Hybrid working flexibility

Training opportunities and certifications

Qualifications

• Extensive Service Desk Management experience in an Application Support environment.
• Demonstrable experience managing 2nd and 3rd line support services.
• Experience supporting cloud environments.

Responsibilities

• Lead managed service engagements for clients.
• Build strong client relationships.
• Manage day-to-day operations using ITIL processes.

Skills

Service Desk Management

Client relationship management

ITIL processes

Cloud support

Agile practices

Communication skills

Education

ITIL certifications

Tools

AWS

Azure

Job description

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Service Delivery Manager, Newcastle upon Tyne

Client: BJSS

Location: Newcastle upon Tyne, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: d16067039489

Job Views: 40

Posted: 12.08.2025

Expiry Date: 26.09.2025

Job Description:

About the Role

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 are 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.

Our Service Delivery Managers will:

• Lead one or more managed service engagements for BJSS clients.
• Build strong client relationships fostering a partnering approach to Service Delivery.
• Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes, e.g., Incident, Request Fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, as required.
• Ensure client-reported issues are logged and maintained in the service management toolset, and resolved in line with our documented Service Levels.
• Attain the required knowledge of the client, platform, and application to provide the support required.
• Know when to escalate issues that require additional attention.
• Lead the creation of ITIL-aligned processes and procedures and transition of these into Live Operation.
• Work closely with technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients for their platforms and applications.
• Continuously assess the suitability of processes and procedures and recommend/implement changes to ensure efficiency and appropriateness.
• Operate in Agile working environments with varying Agile practices.
• Support cloud environments in AWS and Azure.

About You

Alongside extensive Service Desk Management experience within an Application Support environment and experience managing hosting suppliers, we also look for:

• Demonstrable experience of managing 2nd and 3rd line support services.
• Experience supporting cloud environments.
• Experience of Service Design and Service Transition.
• ITIL certifications with strong ITIL knowledge and experience across all ITIL processes (e.g., Incident, Problem, Change, Capacity reporting).
• Experience of several distinct implementations.
• Solid experience and understanding of managing commercial contracts.
• ISO9001/ISO27001 experience & knowledge.
• Experience mapping, documenting, and implementing business processes with continuous improvement.
• Understanding of software development methodologies, Project Management techniques, and Agile practices.
• A pragmatic approach to respond flexibly to customer needs while maintaining a solid service management structure.
• Technical knowledge and experience with IT infrastructure and software.
• A passion for Service Management, continual improvement, and enthusiasm to learn.
• A flexible ‘can do’ attitude.
• Strong communication and presenting abilities.

Some of the Perks

• Flexible benefits allowance – choose how to spend your allowance (additional pension contributions, healthcare, dental, etc.).
• Industry-leading health and wellbeing plan, including 24/7 GP services, mental health support, and more.
• Life Assurance (4 x annual salary).
• 25 days annual leave plus bank holidays.
• Hybrid working with flexibility to split time between office, client site, and WFH.
• Discounts from retail, lifestyle, and utility brands.
• Referral scheme with no limits on referrals.
• Flexible holiday buy/sell options.
• Electric vehicle scheme.
• Training opportunities and certifications, including access to O’Reilly.
• Opportunities to get involved with diversity initiatives.
• Supportive team environment with social events and activities.