IT Service Delivery Manager – Hybrid, Profit Share

Catering; Ringwood (NJ); Hybrid; USD 68,000 - 75,000; Full time

Benefits offered by this job

Profit share

22 days annual leave

Birthday leave

Pension scheme

Private medical insurance

Free parking

Hybrid working

progression opportunities

Fresh fruit and coffee machine

Job summary

Trusted Technology Partnership, Ringwood, seeks a Service Delivery Manager to lead the Service Desk teams and drive service excellence. You will shape service delivery strategy, manage KPIs and customer relationships, and oversee incident response to ensure reliable support aligned with business goals.

The role oversees 1st/2nd line and service management, with a focus on improving performance, reporting, and compliance while working in a hybrid model that supports flexible scheduling.

Qualifications

• Proven leadership experience within an IT Service Delivery or Managed Services environment.
• Strong knowledge of service management frameworks and best practices, including ITIL.
• Experience working with ISO / IEC 20000 service management standards.
• Excellent people management, coaching and team development skills.
• Experience of working within a Managed Service Provider.
• Strong stakeholder management and relationship-building abilities.
• Experience managing KPIs, SLAs and service performance reporting.
• Ability to analyse data and drive continual service improvements.
• Strong problem-solving and decision-making capabilities.
• Experience managing major incidents and customer escalations.
• Excellent organisational, communication and planning skills.
• Commercial awareness with experience managing budgets and resources.
• A proactive, customer-focused approach with a commitment to service excellence.

Responsibilities

• Ensure contractual KPIs, SLAs and compliance targets are consistently achieved.
• Build strong working relationships with Heads of Department to support business objectives and service delivery.
• Develop and deliver the Service Management Plan in line with organisational goals.
• Drive a culture of continuous improvement, accountability and service excellence.
• Manage resources effectively to deliver high-quality services within budget.
• Maintain and oversee key elements of the Service Management System (SMS).
• Maintain and develop the service catalogue to meet customer requirements.
• Identify service trends, risks and opportunities for improvement through data analysis.
• Lead major incident response and recovery activities.
• Ensure compliance with relevant regulations, standards and internal processes.
• Gather and act on customer feedback to enhance service quality.
• Monitor, review and improve service management processes and performance.

Skills

Leadership

ITIL

ISO 20000

People management

Stakeholder mgmt

KPI reporting

Data analysis

Incident management

Budgeting

Customer focus

Communication

Job description

Trusted Technology Partnership, Ringwood, seeks a Service Delivery Manager to lead the Service Desk teams and drive service excellence. You will shape service delivery strategy, manage KPIs and customer relationships, and oversee incident response to ensure reliable support aligned with business goals.

The role oversees 1st/2nd line and service management, with a focus on improving performance, reporting, and compliance while working in a hybrid model that supports flexible scheduling.