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For Companies At a Glance
- Tasks: Lead operational teams and ensure top-notch service delivery for clients.
- Company: Specialist managed IT provider with a strong service delivery function.
- Benefits: Competitive salary, 25+ days holiday, private health care, and professional development.
- Other info: Hybrid working model with a focus on accountability and high standards.
- Why this job: Join a growing team and make a real impact in client success.
- Qualifications: 3-5 years as a Service Delivery Manager with strong leadership skills.
The predicted salary is between 55000 - 60000 £ per year.
Hybrid – King’s Lynn (2 days per week) £55,000 – £60,000 + benefits
Our client is a specialist managed IT provider entering a focused phase of growth. Their service delivery function is strong and now they need a senior operational leader to take it further. This is a Senior Leadership Team role, responsible for scaling consistency, strengthening accountability, and ensuring we remain the partner our clients rely on when it matters most.
You will lead multiple operational teams, take ownership of service performance end-to-end, and be the person both clients and internal teams trust when situations become complex or high-pressure. This role requires someone who has already operated successfully as a Service Delivery Manager and is ready to deliver at a higher standard.
The Role
You will take full ownership of service delivery across:
- Service Desk
- Provisioning
- Service Assurance
Leading a team of 12–15, you will ensure consistent SLA performance, drive operational improvements, and maintain high standards across all client interactions.
Key Responsibilities
- Service Delivery Leadership
- Own end-to-end service performance across all operational teams
- Ensure consistent delivery against SLAs across all client accounts
- Maintain control of ticket queues, call handling and service standards
- Step in during major incidents or service disruption to stabilise delivery
- Client Engagement & Success
- Act as a senior operational contact for key clients
- Lead structured service reviews with clear performance data and improvement plans
- Manage escalations and difficult conversations with clarity and confidence
- Build long-term client trust through consistent delivery and communication
- Escalation & Incident Management
- Take full ownership of escalations through to resolution
- Coordinate teams, remove blockers and maintain accountability
- Communicate proactively during incidents
- Lead post-incident reviews and embed lasting improvements
- Team Leadership
- Lead, coach and develop a team of 12–15 operational staff
- Drive accountability, performance and professional standards
- Manage performance proactively, including underperformance and complex people matters
- Build a culture where ownership and client care are the baseline
- Operational Improvement & Governance
- Identify trends, recurring issues and systemic weaknesses
- Deliver continuous improvement initiatives with measurable outcomes
- Ensure adherence to processes, governance frameworks and compliance requirements
- Report on KPIs and operational performance to the Senior Leadership Team
What Success Looks Like
- Consistent SLA achievement across all service functions
- Improved client satisfaction, retention and confidence
- Reduced escalation volume through stronger team ownership
- A more accountable, high-performing service delivery team
- Clear, measurable improvements in operational KPIs
What We’re Looking For
Essential Experience
- 3–5+ years as a Service Delivery Manager
- Experience managing multiple operational teams (Service Desk, Provisioning, Field Engineering)
- Proven track record managing complex client relationships in regulated environments
- Strong experience handling escalations, major incidents and high-pressure situations
- Demonstrable success improving team performance through coaching and accountability
- Confident engaging with senior client stakeholders (Director level and above)
Technical Understanding
- Microsoft 365 and Azure
- Intune and endpoint management
- Networking and connectivity fundamentals (Unifi advantageous)
- Service management platforms (ConnectWise preferred)
Personal Attributes
- Takes ownership without being asked and delivers without being chased
- Calm, clear and decisive under pressure
- Holds high standards for both themselves and others
- Comfortable operating at both strategic and operational levels
- Understands the difference between managing a team and leading one
Location & Working Pattern
- Hybrid: 2 days per week in King’s Lynn
- Must be within 1.5 hours travel distance
- Travel to client sites across the UK as required
- Monday to Friday, 9:00am – 5:30pm (flexibility required)
- Professional home working environment essential
Salary & Benefits
- £45,000 – £55,000 (depending on experience)
- 25 days holiday + bank holidays (rising to 30)
- Contributory pension scheme
- Private health, dental and eye care
- Structured personal development and technical training
- Monthly team socials, quarterly business updates, annual review event
- Hybrid working environment
- Free parking
Our Culture
We are direct, accountable and outcome-focused. We deal with issues early, not late. We take pride in delivering consistently high standards to clients who depend on us.
Apply
If you’re an experienced Service Delivery Manager who has already proven yourself — and you’re ready to operate at a higher level — we want to hear from you.
Service Delivery Manager in Peterborough employer: ALTERED RESOURCING LTD
Contact Detail:
ALTERED RESOURCING LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Peterborough
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Delivery Manager role. You never know who might have the inside scoop on an opportunity.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’ve handled escalations or major incidents in the past. We want you to showcase your calm and decisive nature under pressure, so practice articulating your experiences clearly.
✨Tip Number 3
Show off your leadership skills! When you get the chance to chat with potential employers, highlight how you’ve developed teams and driven accountability. They’ll want to see that you can lead a high-performing service delivery team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take ownership of their job search.
We think you need these skills to ace Service Delivery Manager in Peterborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Delivery Manager. Highlight your experience in managing operational teams and handling escalations, as these are key for us.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've improved service delivery and built client trust in previous positions.
Showcase Your Leadership Skills: We want to see how you lead and develop teams. Include examples of how you've driven accountability and performance in your past roles, especially in high-pressure situations.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at ALTERED RESOURCING LTD
✨Know Your Stuff
Make sure you brush up on your knowledge of Microsoft 365, Azure, and service management platforms like ConnectWise. Being able to discuss these technologies confidently will show that you're not just a manager but someone who understands the technical side of service delivery.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in high-pressure situations. Think about specific incidents where you managed escalations or improved team performance through coaching. This will demonstrate your ability to lead and inspire others.
✨Client Engagement is Key
Be ready to discuss how you've built long-term relationships with clients. Share stories about how you've handled difficult conversations or escalations with clarity and confidence. This will highlight your client engagement skills, which are crucial for this role.
✨Emphasise Continuous Improvement
Think about instances where you've identified trends or recurring issues and implemented improvements. Be prepared to talk about measurable outcomes from your initiatives. This shows that you're proactive and committed to enhancing service delivery.