Service Delivery Manager

Location: Hybrid (3 days on-site, remainder remote)
Salary: Up to £55,000 per annum + benefits
Type: Permanent
Are you ready to lead from the front, inspire a team, and shape the future of IT service delivery?
We\’re working with a highly respected organisation to find a talented Service Delivery Manager who can bring energy, vision, and structure to a fast-paced IT function. This is a unique opportunity to play a pivotal role in the performance, quality, and continuous improvement of IT services used by thousands across the business.
What You\’ll Be Doing
As Service Delivery Manager , you\’ll lead a high-performing team responsible for 1st and 2nd line IT support, ensuring services are delivered to agreed SLAs and KPIs . Alongside this, you\’ll take ownership of the ServiceNow platform , driving its optimisation, leading improvements, and ensuring it\’s aligned with wider business goals.
You\’ll be a key player in driving organisational effectiveness – mentoring and developing your team, managing performance, and embedding a culture of service excellence and agility.
Key Responsibilities Include

• Leading and motivating a team of support analysts, driving strong performance through coaching, 1-1s, and development planning
• Owning and enhancing the use of ServiceNow, delivering continuous improvements and ensuring full adoption across the business
• Overseeing the effective allocation of resources to meet service demand, and proactively managing incident trends and performance
• Championing ITIL best practices, ensuring robust processes for Incident, Problem, Change, Release, and Major Incident Management
• Acting as a key liaison with third-party providers, ensuring services meet the required standards
• Identifying and resolving any process gaps, and escalating potential priority issues swiftly and efficiently

What You\’ll Bring

• A strong technical background and experience delivering operational IT support in a complex environment
• Expertise in ServiceNow – ideally as a Product Owner or Administrator
• An ITIL Foundation qualification or higher
• Excellent people management skills with a proven ability to lead, inspire, and build high-performing teams
• Strong communication, customer service, and stakeholder engagement skills
• First-rate organisational skills and a proactive approach to problem-solving

Why this role?
This is a fantastic chance to join a forward-thinking, values-led organisation where you\’ll be empowered to make a real impact. You\’ll be supported by a collaborative leadership team and play a key role in transforming how IT services are delivered.
You\’ll enjoy hybrid working (typically three days on-site), a generous salary, and the opportunity to work in a culture that values compassion, inclusion, progressiveness, empowerment, and dependability .
Ready to take the next step?
If you\’re a driven IT leader with a passion for people and service excellence, we want to hear from you. Apply today or contact us to learn more.
Services Advertised are those on an Employment Agency #J-18808-Ljbffr