Service Delivery Manager

Apogee Corporation Limited; United Kingdom; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the UK is seeking a Service Delivery Manager to oversee operational service delivery across key departments. The role requires an experienced leader who can maintain high performance, ensure first-class user experience, and manage stakeholder relationships efficiently. Responsibilities include lifecycle management of service delivery, continuous improvement initiatives, and team mentorship.

Benefits

Flexible working arrangements

Qualifications

• Proven leadership in service operations.
• Experience managing performance, quality, and improvement in service delivery.
• Ability to drive service delivery lifecycle aligning with user needs.

Responsibilities

• Drive full lifecycle of service delivery and maintain ITSM platform.
• Lead incident, problem, change, and request management.
• Develop and report on SLAs and KPIs.

Skills

Service delivery management

Operational excellence

Stakeholder management

Continuous improvement

ITIL best practices

Job description

The Service Delivery Manager (SDM) will be responsible for ensuring the effective and efficient delivery of operational services to internal departments, stakeholders, and users. This role is pivotal in managing the performance, quality, and improvement of service delivery across key functions, in line with agreed SLAs, KPIs, and the strategic objectives of customer accounts.

Are you an experienced leader in service operations with a passion for excellence and customer satisfaction? We're seeking a Service Delivery Manager to oversee the end-to-end delivery of services across our key departments ensuring consistently high performance and a first-class user experience.

Key Responsibilities:

• Drive the full lifecycle of service delivery, ensuring alignment with service standards, regulations, and user needs.

• Manage and maintain our ITSM platform from incident and request logging to resolution and closure.

• Take ownership of the IMACD process and maintain an accurate customer asset inventory.

• Develop and report on SLAs and KPIs, ensuring accountability and transparency across teams.

• Lead incident, problem, change, and request management to ensure continuity and minimal disruption.

• Act as the key liaison between stakeholders and operational teams, building strong and productive relationships.

• Coordinate with technical staff, third-party suppliers, and contractors to resolve issues and improve services.

• Drive continuous improvement initiatives, leveraging ITIL best practices and real-time feedback.

• Maintain detailed documentation including procedures, service catalogues, and workflows.

• Support the rollout and integration of new services into business-as-usual operations.

• Contribute to risk management, governance, compliance, and audit-readiness.

• Lead and mentor service delivery team members to create a high-performance, collaborative culture.

Flexibility:

We support work-life balance and encourage applications from those seeking flexible working arrangements, where possible within the role and business needs. If you require flexibility, please indicate this in the salary box section of your application, after specifying your salary expectations, so we can discuss it early in the process.

Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.

Our application form is quick and easy no need to repeat your entire CV, we promise!