At a Glance
- Tasks: Lead high-impact IT services and ensure seamless delivery to customers.
- Company: Dynamic company focused on service excellence and customer satisfaction.
- Benefits: 175 hours holiday, private medical insurance, discounts, and a pension scheme.
- Other info: Hybrid role with excellent career growth and a supportive team environment.
- Why this job: Be at the forefront of service delivery and make a real difference.
- Qualifications: Experience in managed services and strong stakeholder engagement skills.
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.
Key Responsibilities
- 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.
- Support major incidents with a strong focus on customer communication and expectation management.
- Ensure Post-Incident Reviews are completed and recurring issues are reduced.
- 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.
- 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.
- 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.
- Maintain service stability during major incidents through clear, confident customer communication.
- Champion ITIL best practices, support transition of new and changed services into live operation.
Qualifications & Experience
- Demonstrable experience delivering managed services.
- Strong stakeholder engagement and relationship management capabilities.
- Solid understanding of IT Service Management (ITSM) frameworks.
- Relevant ITIL certification (desirable).
- Experience with service performance management, SLA reviews, incident management, and continuous improvement.
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.
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 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.
Benefits
- 175 hours holiday plus bank holidays.
- Private medical insurance – individual cover.
- Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
- 24/7 employee assistance programme with an accessible app.
- Family and friends’ discounts on services & products.
- Pension scheme, up to 4% company matched.
- Free on-site parking.
- Hybrid role – 2–3 days a month in New Milton; must be within the UK.
- 35 hours per week, Monday–Friday 09:00–17:00.
Position Details
- Salary: competitive.
- Location: Hybrid New Milton (2–3 days a month).
- Start date: June/July 2025.
- Internet speed requirement: 5mpbs upload and 15mpbs download.
- Pre-employment screening required: Right to work checks and two years of referencing; must be completed prior to start date.
- UK-based role; any hybrid/remote work must be within the UK.
Equal Opportunity Statement
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team.
Service Delivery Manager employer: Appello UK
As a Service Delivery Manager at our company, you will thrive in a dynamic work culture that prioritises service excellence and customer satisfaction. With a strong focus on employee growth, we offer comprehensive benefits including private medical insurance, generous holiday allowances, and a supportive hybrid working environment in New Milton. Join us to be part of a team that values innovation, collaboration, and continuous improvement, ensuring your contributions make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company and its service delivery approach. We recommend practising common interview questions related to IT service management and customer relations. Show them you’re not just a fit on paper, but you’ve got the passion and knowledge to back it up!
✨Tip Number 3
Follow up after your interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to show you were engaged and are genuinely interested in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you that Service Delivery Manager position!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Showcase Your Experience:When you're writing your application, make sure to highlight your experience in delivering managed services. We want to see how you've tackled service performance management and incident management in the past, so don’t hold back!
Be Customer-Focused:Remember, this role is all about customer relationships! Use your application to demonstrate your customer-first mindset and how you've successfully managed stakeholder engagement in previous roles. We love a good story!
Highlight Your ITIL Knowledge:If you’ve got relevant ITIL certification or experience with IT Service Management frameworks, shout about it! We’re keen on candidates who can champion ITIL best practices, so make sure to weave that into your application.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure you don’t miss out on any updates. Let’s get started on this journey together!
How to prepare for a job interview at Appello UK
✨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’re not just familiar with the theory but can also implement it effectively.
✨Showcase Your Customer-Focused Mindset
Prepare examples that highlight your customer-first approach. Think about times when you’ve successfully managed customer relationships or resolved issues. This will demonstrate your ability to balance operational performance with customer satisfaction, which is key for this role.
✨Be Ready to Discuss Performance Metrics
Familiarise yourself with common KPIs and SLAs relevant to service delivery. Be prepared to talk about how you’ve monitored performance, identified trends, and implemented improvements in past positions. This shows you understand the importance of data in driving service excellence.
✨Demonstrate Strong Leadership Skills
Think of specific instances where you’ve led teams or projects, especially in high-pressure situations. Highlight your problem-solving skills and how you’ve motivated others to achieve service goals. This will illustrate your capability to lead by example and drive continuous improvement.
