Service Delivery Manager

Service Delivery Manager

Location: Waterlooville - Hybrid (3 days of8ice, 2 days remote)

Salary: £50k - £55k

Overview

An experienced Service Delivery Manager is required to lead and continuously improve managed IT service delivery. The role is responsible for ensuring consistent, high-quality customer outcomes while leading and developing technical teams. A key focus is embedding structured service management practices aligned with /IEC 20000-1 to drive continual improvement and operational excellence.

Key Responsibilities

• People Leadership - Lead and develop Service Desk and engineering teams - Conduct performance reviews, 1:1s, and development planning - Manage workload, wellbeing, and team capacity - Set clear behavioural and performance expectations
• Service Delivery - Own day-to-day service delivery across managed services - Ensure effective management of incidents, requests, problems, and changes - Maintain performance against SLAs and service targets - Drive consistency and reduce operationalin efficiencies
• Customer Experience - Own customer service experience, including escalations - Work with stakeholders to align delivery with expectations - Lead service reviews and track improvement actions - Act as escalation point for service issues
• Service Management (ISO/IEC 20000-1) - Maintain and improve ISO-aligned service management practices - Ensure effective use of the Service Management System (SMS) - Apply policies and processes in a practical, consistent way - Support audits and continual improvement initiatives
• Continuous Improvement - Identify and deliver service improvement initiatives - Use data and feedback to inform decisions - Collaborate with internal teams on service transitions and changes
• Information Security - Adhere to information security policies and ISO-aligned controls - Protect customer data and report risks or incidents

Required Experience

• Experience as a Service Delivery Manager in an MSP or IT services environment
• Strong team leadership and development experience
• Practical experience with ISO/IEC 20000-1 aligned service management
• Strong understanding of ITSM processes (incident, problem, change, request)
• Experience managing SLAs, reporting, and service performance
• Strong stakeholder and customer management skills
• Ability to handle escalations and complex service issues
• Balance of operational delivery and strategic improvement

Desirable

• ITIL certi8ication or equivalent experience
• Experience supporting ISO audits

Attributes

• Strong people leadership and communication skills
• Customer-focused and accountable
• Calm under pressure with sound decision-making
• Organised, pragmatic, and adaptable
• Continuous improvement mindset