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- Tasks: Lead high-impact IT services and ensure seamless delivery to customers.
- Company: Join a dynamic team focused on service excellence in IT.
- Benefits: Enjoy competitive salary, private medical insurance, and generous holiday allowance.
- Why this job: Make a real difference by enhancing customer relationships and service quality.
- Qualifications: Experience in managed services and strong stakeholder engagement skills required.
- Other info: Hybrid working model with excellent career growth opportunities.
The predicted salary is between 40000 - 50000 £ per year.
Take ownership of high-impact, customer-facing IT services and ensure they're delivered seamlessly and to the highest standards. As a Service Delivery Manager, you'll sit at the heart of service excellence—balancing operational performance, customer relationships, and continuous improvement.
Hours: 35 hours per week
Shift pattern: Monday - Friday 09:00-17:00
Salary: competitive salary
Location: Hybrid New Milton (2/3 days a month)
Start Date: May 2026
Please note that this role is subject to pre-employment screening, including Right to work checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. This role is a UK based role and any hybrid/remote work must also be within the UK. For this role, you need 5mbps upload and 15mbps download internet speed.
Appello Perks:
- 175 hours holiday plus bank holidays
- Private medical Insurance - Individual cover
- Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme with an easily accessible app!
- Family and friends' discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Free on-site parking
What We Are Looking For:
Experience:
- Demonstrable experience delivering managed services
- Strong stakeholder engagement and relationship management capabilities
- Solid understanding of IT Service Management (ITSM) frameworks
Qualifications & Training:
- Relevant ITIL certification (desirable)
Skills & Knowledge:
- Strong service delivery capability with a customer-first mindset
- Clear, confident communicator and strong team collaborator
- Excellent time management and organisational skills
- Interest in automation and improving service efficiency
- Strong leadership, interpersonal, and influencing skills, with the ability to lead decisively when required
Personal Attributes:
- Strategic thinker who can translate vision into practical, deliverable actions
- High energy, resilient, and confident operating in high-pressure situations
- Skilled negotiator with the ability to handle sensitive matters with tact and diplomacy
- Comfortable working independently while collaborating effectively with wider teams
- Highly organised with strong attention to detail and ability to manage competing priorities
- Customer-focused, adaptable, and solutions-driven with strong analytical and problem-solving skills
The Role: The Service Delivery Manager is responsible for the end-to-end delivery of customer-facing IT services, ensuring contractual commitments, service level agreements, and customer expectations are consistently met and exceeded. Acting as the primary point of accountability, the role oversees service performance, leads regular service reviews, and fosters strong, collaborative relationships with customers and internal delivery teams.
You will manage service contracts and SLAs, maintain comprehensive service documentation and review packs, and work closely with Service Assurance to identify, agree, and deliver Service Improvement Plans. During major incidents, you will play a key role in maintaining service stability through clear, confident customer communication.
Championing ITIL best practices, the role also supports the transition of new and changed services into live operation, ensuring services are fully operationally ready from day one. This is a hands-on, customer-focused role that blends service management expertise with proactive engagement, focused on delivering high-quality managed services and continuously strengthening customer relationships.
Service Performance & SLAs:
- Own end-to-end service performance against contracts, SLAs, KPIs, and targets
- Lead by example with hands-on, customer-focused leadership and problem-solving
- Lead contract and SLA reviews, producing accurate Service Review Packs
- Monitor performance, incidents, and trends to identify risks and improvement opportunities
Incident, Problem & Service Stability:
- Support major incidents with a strong focus on customer communication and expectation management
- Ensure Post-Incident Reviews are completed and recurring issues are reduced
Service & Continuous Improvement:
- Identify service improvement opportunities using customer feedback and service data
- Support or lead Service Improvement Plans with Service Assurance and operational teams
- Report progress and outcomes to key stakeholders
Stakeholder Engagement & ITIL:
- Act as the primary operational interface for customers and internal delivery teams
- Champion ITIL-aligned ways of working and support service transition for new and changed services
Ready to Apply: If you are interested in this role please upload your CV and answer a few questions about yourself.
Other Information: We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
Service Delivery Manager in New Milton employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in New Milton
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and needs—this is your chance to shine!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are speaking about your skills, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and shows your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace Service Delivery Manager in New Milton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Service Delivery Manager role. Highlight your experience in delivering managed services and your understanding of ITSM frameworks to grab our attention!
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 successfully managed customer relationships and improved service delivery in the past.
Showcase Your Communication Skills: As a Service Delivery Manager, clear communication is key. In your application, demonstrate your ability to communicate effectively with stakeholders and how you’ve handled sensitive matters with tact.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process!
How to prepare for a job interview at Appello Careline Limited.
✨Know Your ITIL Inside Out
As a Service Delivery Manager, having a solid grasp of ITIL frameworks is crucial. Brush up on the key principles and be ready to discuss how you've applied them in your previous roles. This will show that you not only understand the theory but can also implement it effectively.
✨Showcase Your Stakeholder Skills
Prepare examples that highlight your experience in stakeholder engagement and relationship management. Think about specific situations where you successfully navigated challenges or improved customer satisfaction. This will demonstrate your ability to build strong relationships, which is key for this role.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving skills and ability to handle high-pressure situations. Practice articulating your thought process clearly and confidently, as this will reflect your strategic thinking and leadership capabilities.
✨Highlight Continuous Improvement Initiatives
Discuss any past experiences where you've identified service improvement opportunities and implemented changes. Be specific about the outcomes and how they benefited the customer. This will showcase your proactive approach and commitment to delivering high-quality managed services.