At a Glance
- Tasks: Lead problem management processes and improve ticket quality across client environments.
- Company: Join Academia The Technology Group, a top-tier IT solutions provider with a collaborative culture.
- Benefits: Enjoy gym membership contributions, health cash plans, and extra annual leave with service length.
- Other info: Be part of an innovative team dedicated to sustainability and exceptional customer service.
- Why this job: Make a real impact in IT services while growing your career in a dynamic environment.
- Qualifications: Experience in problem management and strong communication skills are essential.
The predicted salary is between 56700 - 69300 £ per year.
The Problem & Service Delivery Manager will be responsible for driving service quality, reducing recurring incidents and improving the consistency of ticket management across client environments.
Aligned with ITIL best practice, this role owns and continually improves the Problem Management process, ensuring root causes are identified, corrective actions are progressed, and ticket quality is monitored and improved.
The role works closely with engineers, team leads, managers, service delivery, clients and senior stakeholders to strengthen operational discipline, improve the quality of updates and documentation, and ensure tickets are managed effectively from identification through to resolution, the sucessfull candidate will be based onsite with our customer located in London.
Amongst other tasks, you will be responsible for
- Lead weekly Problem Management Boards.
Own and manage the Problem Management process, ensuring recurring incidents, underlying causes and service risks are identified, investigated and progressed to resolution.
- Monitor ticket quality and ticket management standards, ensuring tickets contain clear ownership, meaningful updates, accurate categorisation, appropriate prioritisation and complete resolution details.
- Liaise with team leads and managers on engineer ticket handling, identifying coaching needs, recurring behaviours, process gaps and opportunities to improve service consistency.
- Lead structured problem investigations, coordinating engineers and service teams to agree corrective actions, owners, timescales and measurable outcomes.
- Review aged, reopened, escalated and high-impact tickets to identify themes, service risks and opportunities to improve ticket progression and accountability.
- Analyse trends across incidents, problems and ticket data to identify recurring failures, knowledge gaps, process non-compliance and continual improvement opportunities.
- Problem Management, Ticket Quality & Continual Improvement
- Lead root cause investigations to identify underlying issues, prevent recurring incidents and reduce service disruption.
- Coordinate corrective actions with technical teams and stakeholders, ensuring clear ownership and timely resolution.
- Maintain known error records, workarounds, knowledge articles and lessons learned.
- Own ticket quality standards, ensuring consistent practices across ticket updates, categorisation, prioritisation, ownership and closure.
- Monitor and report on key service quality metrics, identifying trends, risks and opportunities for improvement.
- Coach engineers and team leads to improve investigation quality, documentation, communication and ticket management.
- Communicate problem investigations, service risks and improvement actions clearly to clients, service teams and senior management, translating technical issues into business-focused updates.
- Promote a culture of accountability, continuous improvement and operational excellence, strengthening client confidence in Smartdesc's service management practices.
- Key Skills
- Confident communicator with the ability to engage effectively with technical teams, stakeholders and senior management.
- Proven experience leading Problem Management Boards and managing Problem Management processes, service improvement initiatives, ticket management or operational quality within a Managed Services, IT service provider or complex IT operations environment.
- Strong understanding of ITIL principles and practical experience applying IT Service Management (ITSM) processes and governance. ITIL Foundation certification is desirable.
- Experience reviewing and improving ticket quality, including ownership, updates, categorisation, documentation and resolution notes, using constructive feedback and coaching to drive consistent standards.
- Strong analytical and problem-solving skills, with experience in root cause analysis, trend identification and service reporting, translating data and insights into practical improvement plans.
- Excellent stakeholder management skills, with the confidence to engage team leads and managers on service performance, engineer accountability, ticket ownership, service risks and corrective actions.
- Experience using ITSM platforms such as Manage Engine Service Desk Plus, Autotask, Service Now, Halo or similar tools.
- Ability to remain calm under pressure, manage competing priorities and coordinate actions across multiple teams and clients, ensuring agreed improvements are delivered within expected timescales.
Why Academia The Technology Group?
At Academia The Technology Group, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors.
As an innovative and rapidly expanding technology company, we’re not just a supplier- we’re a trusted partner to thousands of clients nationwide.
With over 20 years of expertise, double-digit growth, a team of 250+ professionals and revenues exceeding £150 million in FY26, we’ve earned a reputation as a top-tier IT solutions provider.
Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award.
Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments.
Their IT success is our business.
We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service.
Backed by Strive Capital since 2020, we’re continuously expanding, exploring new frontiers with a strong financial and strategic foundation.
Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact.
At Academia, you’ll find more than just a job—you’ll find an opportunity to be part of one of the UK’s most exciting tech success stories.
If you’re passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we’d love to hear from you.
For more information on opportunities with Academia, visit our website.
- A sneak peak at some of our employee benefits
- Gymmembershipcontribution
- Health Cash Plan
- Increasedannualleave withlength ofservice
- Complimentary day off on your birthday
- Length of service bonus
- Free Will Writing service
• And more!
Problem & Service Delivery Manager in London employer: Academia
Academia offers a dynamic work environment where employees can make a significant impact on client success. The company emphasizes professional growth through roles that influence IT strategies and improve service delivery. Employees benefit from a collaborative culture that values innovation and strategic thinking.
StudySmarter Expert Advice🤫
We think this is how you could land Problem & Service Delivery Manager in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Academia values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Academia might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Academia!
✨Direct Apply to Academia
Let's not forget to apply directly through the Academia website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Problem & Service Delivery Manager in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Academia.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Academia. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Academia
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
