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