Service Delivery Manager

Service Delivery Manager focuses on develop service desk and engineering teams.

What the role involves

• Develop Service Desk and engineering teams.
• Conduct performance reviews, 1:1s, and development planning - Manage workload, wellbeing, and team capacity.
• Ensure effective management of incidents, requests, problems, and changes - Maintain performance against SLAs and service targets.
• Driving consistency and reduce operationalin efficiencies.
• Own customer service experience, including escalations.
• Leading service reviews and track improvement actions - Act as escalation point for service issues.

Skills and requirements

• Experience as a Service Delivery Manager in an MSP or IT services environment - Strong team leadership and development experience.
• Experience managing SLAs, reporting, and service performance.
• Ability to handle escalations and complex service issues.
• ITIL certi8ication or equivalent experience - Experience supporting ISO audits.

Confirmed role details

• Waterlooville - Hybrid (3 days of8ice, 2 days remote).
• 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.