Service Delivery Manager (6 Month FTC)

ABF Business Technology Services; Peterborough; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a proactive Service Delivery Manager focused on enhancing user experience and driving service improvements. This role involves collaborating across teams to identify service pain points, monitor performance metrics, and advocate for user needs. You will utilize data insights to enhance service delivery, ensuring alignment with business expectations. If you are passionate about IT service excellence and thrive in a dynamic environment, this opportunity offers a chance to make a significant impact in a collaborative setting.

Qualifications

• Proven experience in Service Delivery or Management within large organizations.
• Strong understanding of IT service management principles and improvement methodologies.

Responsibilities

• Act as key contact for IT service delivery, ensuring user needs are met.
• Monitor service performance data, identifying trends and improvement opportunities.

Skills

Service Delivery Management

Stakeholder Engagement

Data Analysis

IT Service Management Principles

Customer Feedback Utilization

Education

ITIL Foundation Certification

Tools

ServiceNow

Assyst

Job description

5 days ago Be among the first 25 applicants

Job Title: Service Delivery Manager - User Experience & Improvement (6 Month FTC)

Location: Peterborough (Hybrid)

Contract: Six month fixed term contract, 37.5 hrs per week

Are you passionate about delivering exceptional IT service experiences and driving meaningful improvement through collaboration and insight? Do you thrive on using data to enhance user satisfaction and streamline service performance?

We’re looking for a proactive and people-focused Service Delivery Manager – User Experience & Improvement to join our team on a 6-month fixed-term contract. You’ll work across teams to identify service pain points, manage escalations, and champion continuous improvement—ensuring our IT services align with user needs and deliver real value to the business.

What you'll be doing:

• Act as a key point of contact for IT service delivery, ensuring user needs are understood and addressed effectively.
• Monitor service performance data, including SLAs and customer satisfaction metrics, identifying trends and improvement opportunities.
• Lead and support initiatives to enhance the end-user experience, using customer feedback and service insights to drive change.
• Coordinate and follow up on service escalations, ensuring timely resolution and long-term preventative actions.
• Collaborate closely with technical teams and stakeholders to align service delivery with business expectations.
• Build strong relationships with internal teams, ensuring open communication and shared goals for continuous service improvement.
• Support the development of IT service offerings, contributing to the evolution of service models and delivery standards.
• Proactively represent user needs and priorities to the wider IT function, advocating for service enhancements and innovations.

What you'll bring:

• Proven experience in a Service Delivery or Service Management role within a large or complex organisation.
• A strong understanding of IT service management principles and service improvement methodologies.
• Familiarity with service management tools (e.g., ServiceNow, Assyst) and experience monitoring SLAs and KPIs.
• Excellent interpersonal and stakeholder engagement skills, with the ability to influence at all levels.
• A proactive, customer-focused mindset with a passion for driving user experience improvements.
• Ability to analyse service data, identify trends, and present actionable insights.
• Strong organisational skills, able to manage competing priorities and deliver outcomes to tight timelines.
• ITIL Foundation certification (or equivalent knowledge) is desirable, along with basic technical awareness across IT infrastructure and support.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• Technology, Information and Internet