Service Delivery Manager ITMS
Are you a proactive, client-focused IT professional with a strong background in service delivery? We are recruiting for an experienced Service Delivery Manager to lead IT support operations and ensure exceptional service performance for a busy, multi-site IT environment.
This is a high-impact role where you’ll be responsible for overseeing the quality of service delivered to a core group of key business customers, leading both local and offshore teams, and driving performance against service KPIs.
The Role
You’ll take charge of managing IT service delivery end-to-end — from 1st and 2nd line support to incident resolution and client reporting. You’ll be the go-to escalation point for service issues, deliver monthly service reports to clients, and help identify opportunities to improve and expand services.
Key Responsibilities
- Ensure high-quality, 24x7x365 IT service delivery across internal and external clients.
- Manage daily performance, SLAs, and KPI reporting across support functions.
- Lead Service Desk and Field Engineering teams across UK and offshore locations.
- Provide detailed monthly service reports and hold client review meetings.
- Handle complaints, escalations, and continuous service improvements.
- Maintain service catalogue, configuration documentation, and knowledge base.
- Apply ITIL-based service management practices to drive efficiency and consistency.
What We’re Looking For
- Strong track record in IT service delivery and client account management.
- Excellent communication and stakeholder management skills.
- Experience managing or supporting technical teams in a service-led environment.
- Knowledge and practical use of ITIL frameworks.
- Able to work full-time from the office during probation, with hybrid options thereafter.
What’s on Offer
- A leadership role with real client impact and operational influence.
- A dynamic and supportive working environment.
- Opportunity to work across both UK and international operations.
In the first instance forward your CV over for consideration for this role
